Purpose

Describes how rating scales are considered in Agent Coaching when setting up your QA Scorecards.

Summary

Managers can review cases and provide ratings according to the evaluation checklist configured in manual Quality Monitoring (aka Agent Coaching). The criteria for evaluation can be organized in a variety of categories and rating scales. These may change over time. 

This article describes how SupportLogic handles different rating systems while still allowing you the flexibility to change it over time.

Rating Scales

When configuring manual Quality Monitoring, your organization will need to determine the rating scale to use when assessing agent performance for coaching:

Example One: Three Rating Scale of Positive Numbers

Rating System	Data Model (values stored)	Category Rating Score	Automated Rating Score
Does Not Meet Expectations Meets Some Expectations Meets Expectations	1 2 3	The average rating is calculated using a simple average: sum all values and dived by the quantity.	SupportLogic uses a % rating as it can be normalized to any rating system, regardless of scale.

Example Two: Five Rating Scale of Positive Numbers

Rating System	Data Model (values stored)	Category Rating Score	Automated Rating Score
Poor Bad Neutral Good Great	1 2 3 4 5	The average rating is calculated using a simple average: sum all values and dived by the quantity.	SupportLogic uses a % rating as it can be normalized to any rating system, regardless of scale.

Additional configurations can also be implemented as well. The same logic will be applied to the various scales your organization may come up with.

Please note, to leverage a more comprehensive agent quality monitoring solution, please check out ElevateSX for SupportLogic as it provides a very comprehensive solution for improving your support organization's performance.