Scoring methods

Categories, sections and forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. can each be assigned their own scoring method. For all score methods, Null scores are not included in calculations. There are three types of scoring methods.

Method	Description
Sum	Adds the scores of the selected component level (questions, categories, sections).
Average	Adds the scores of the selected component level and divides that score by the number of components to which a score was given.
Percentage	Used to derive a score relative to the total score of the form, by performing the following calculations: To calculate a score relative to the maximum available points: score of component/maximum score of component that can be attained = Relative score To convert the relative score into a value that is relative to the rest of the form: Relative score * Base Percentage = final score of component This score is then used for calculating the total score of the form (even when different calculation methods are used for other form components). The Base Percentage is defined per component under Form Designer

Method

Description

Sum

Adds the scores of the selected component level (questions, categories, sections).

Average

Adds the scores of the selected component level and divides that score by the number of components to which a score was given.

Percentage

Used to derive a score relative to the total score of the form, by performing the following calculations:

To calculate a score relative to the maximum available points:
- score of component/maximum score of component that can be attained = Relative score
To convert the relative score into a value that is relative to the rest of the form:
- Relative score * Base Percentage = final score of component

This score is then used for calculating the total score of the form (even when different calculation methods are used for other form components).

The Base Percentage is defined per component under Form Designer

Example: Percentage Scoring Calculations

Consider a form with one section containing two categories that each use the Question Percentage scoring method.

The first category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. contains three questions, as follows:

The first question scores 10 out of 10
The second question scores 5 out of 10
The third question scores Null out of 10

Since the form has two categories, in order to weight each category score evenly, the base percentage for each category is 50.

The category score is calculated as follows (based on the formulas):

score of component/maximum score of component that can be attained = (10+5)/20=0.75.

As a percentage, this category scored 75% of the maximum available points for the component.
Relative score * Base Percentage =

75 x 0.50 = 37.5.

Score of category= 37.5.

Example: Base Percentage Determination

Consider a form that contains three sections, each using a different scoring method as follows:

Section A uses the Category Sum method, and has a maximum score of 30
Section B uses the Question Average method, and has a maximum score of 40
Section C uses the Question Percentage method

Assume that the maximum score that can be achieved for the entire form (if all questions are answered correctly, or assigned the maximum points) is 100.

In order to attain 100 for the entire form, the base percentage for Section C, which uses the element percentage method, must therefore be 30.

Relevant Component Scoring Methods

Based on the three scoring methods, there are different methods available for each component type.

Form	Section	Category
Question Sum: Sum of all question scores	Question Sum: Sum of question scores in the section	Question Sum: Sum of question scores in the category
Category Sum: Sum of all category scores	Category Sum: Sum of category scores in the section	Question Average: Average of question scores in the category
Section Sum: Sum of all section scores	Question Average: Average of question scores in the section	Question Percentage: Percentage of question scores in the category
Question Average: Average of all question scores	Category Average: Average of category scores in the section	N/A
Category Average: Average of all category scores	Question Percentage: Percentage of question scores in the section	N/A
Section Average: Average of all section scores	Category Percentage: Percentage of category scores in the section	N/A
Question Percentage: Percentage of question scores	N/A	N/A
Category Percentage: Percentage of category scores	N/A	N/A
Section Percentage: Percentage of section scores	N/A	N/A