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How do Bonus Sections work?

Reward your agents for spectacular work using a bonus section

Matt avatar
Written by Matt
Updated over a week ago

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:


Maximum Points

Grammar and Tone


Product Knowledge


Problem Solving


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.

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