Philip Lacey at 20:19, 9 November 2014

2014-11-09T20:19:25Z

Philip Lacey: Created page with "Quality Scoring within Business Express (BeX) is an interesting area of debate for how people manage their QA scoring. To explain the area we need to have a worked example. ..."

2014-10-30T21:03:51Z

Created page with "Quality Scoring within Business Express (BeX) is an interesting area of debate for how people manage their QA scoring. To explain the area we need to have a worked example. ..."

New page

Quality Scoring within bxp software (bxp) is an interesting area of debate for how people manage their QA scoring.

To explain the area we need to have a worked example. Our QA card has three questions.

* Could you hear the smile in the agents voice? Yes | No.... scoring 100 | 0
* Did the agent deliver a wonderful customer experience? Yes | No.... scoring 100 | 0
* Did the agent follow Data Protection guidelines? Yes | No.... scoring Fail | 0

The hugely different part of bxp is this ability to process a "Fail" score. [[Quality_Outright_Fail]]

An agent shouldn't be marked up for doing an essential part of the call. So fail and 0 both score a zero.

The challenge comes if you add up the scores for representation of the overall QA score. Traditional thinking on this form of scoring says that the overall score for a fail means 0. i.e. If we got Yes, Yes, No as answers... the score would be 0.

This however hides a lot of information. From a training point of view 0 means every area needs to be trained. 0 implies that all areas are failing when they are not. This can result in wasted training especially when you get one Fail in an entire QA.

bxp has the ability to isolate score and Pass / Fail. The Pass / Fail is called Threshold. So I can score 100% with a pass mark of 80% and still Fail. This allows analysis of areas we're doing well, but that we are failing too many for specific areas.

This feature can be ignored in a number of areas of bxp in reporting by using the "Treat Fail as 0" option, which will score all sections 0 IF a Fail score is to be applied.

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	This feature can be ignored in a number of areas of bxp in reporting by using the "Treat Fail as 0" option, which will score all sections 0 IF a Fail score is to be applied.		This feature can be ignored in a number of areas of bxp in reporting by using the "Treat Fail as 0" option, which will score all sections 0 IF a Fail score is to be applied.
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Quality Reporting Scoring Concepts - Revision history

Philip Lacey at 20:19, 9 November 2014

Philip Lacey: Created page with "Quality Scoring within Business Express (BeX) is an interesting area of debate for how people manage their QA scoring. To explain the area we need to have a worked example. ..."