Evaluation Scoring Guide

Evaluations will be continuously conducted by the QA team to track the Support Agent’s performance.

NOTE: Any parameter with "Auto-Fail" that is marked with 0, will convert the whole ticket to 0

Reading and understanding score marks

Point based Evaluation: 

• Unlike previously where a single critical would mark the whole critical with 0, each parameter now have a point allocation

• You can either get 0%, 50%, or 100% of the points in majority of the parameters. However a few will not (Documentation for example has only 0% or 100%)

• Total points possible in CHA/WA/SM/Inbound is 200. Email is 190, and L2/B.O. is 115. 

• Your score will be a breakdown of your scoring. 

  • • You made 1 mistake in Customer handling, did not follow closing protocol in WA and ask for rating which ended up in no conversion. Total points for Customer Handling is 42. Closing protocol has 10 points, you will lose 5 points due to missing the rating recommendation. 

      • • Therefore it would be 37/42 possible points, 88.10% in Customer handling. 195/200 maximum points, which is 97.5% EV score. 

• Max possible points allocations can & will be adjusted based on business needs and how critical that parameter becomes. 

• Critical are still there for QA and management to review weak point areas that we need to focus on and will not directly effect your own personal QA score. 

• This section covers 60% of your Quality Score. 

  • • 30% will be Audit Scores

    • 10% will be Assessment Scores

Parameter Breakdown