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
As an example, let's take a look at this 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. The math is done as follows:
- Maximum Score = Grammar and Tone + Product Knowledge + Problem Solving + Privacy and Security
Let's say an agent performs perfectly on the rubric, and goes far and beyond the standard guidelines. As a result, the grader rewards them the maximum bonus points (2).
So instead of just receiving a 35/35 (or 100%) QA Score, the agent now has a 37/35 (or roughly 105%) QA Score.