The quality score card allows you to track the evolution of your agents' scores over time - based on the date the review was given/received.
Formula 5: Average of the ticket reviews received that day
The daily scores represent the average of the ticket reviews that this agent received on this day. If the agent received 3 reviews on this day, the number will be the Average of these three reviews. Remember that these reviews are based on ticket scores - they do not take into account the individual categories.
We can represent this as: AVG(r(date))
Formula 6: Average quality score for this period
The quality score for the entire time period is made up of all individual ratings that were given during that time period. This means, the value is not an average of the cells in this row (since those daily averages are potentially based on different amounts of reviews across different days). Instead, it’s the average of all ratings related to this person during the selected time period.
For example, if on Feb 19 there are two reviews, and on Feb 20 there is only one review, then the final average will be the average of these three review, not the average of Feb 19 and Feb 20.
We can represent this as: AVG(r)
Formula 7: Average Quality Score for all agents
This is the quality score for all selected agents within the selected time period. The score is based on the ticket scores. This means that a failed category also fails all other categories on that ticket.
Important: Note that the average does take into account that the agent may have failed some tickets entirely due to critical categories. That’s why the score here is usually LOWER than the overall category scores in the card above.
This Google Sheet includes example calculations. Click into the cells to see the exact formula.