What is a Bonus Section?
A Bonus Section will allows users to create a scoring section that can reward agents for going beyond the standard guidelines to ensure a customer is happy.
Points rewarded in a Bonus Section can exceed the maximum points or percentage allowed for the rubric.
In comparison, a Standard Section can be assigned point values that constantly increase the maximum value of the rubric.
Example of a Total Point Rubric with a Bonus Section
Let's take a look at this example Total Point Rubric:
Grammar and Tone
Privacy and Security
Above and Beyond (Bonus Section)
The maximum score for this rubric (35) is calculated by adding the maximum points of non-bonus sections.
This maximum score is calculated as follows:
Maximum Score = Grammar and Tone + Product Knowledge + Problem Solving + Privacy and Security
Let's say an agent goes far and beyond for a customer. As a reward, the grader wants to provide bonus points to show that the agent has done a great job.
This grader would reward the maximum bonus points (2).
As a result, instead of just receiving 35/35 (or 100%) QA Score, 35/35 the agent now has a 37/35 (or ~105%) QA Score.