The scores by category card allows you to analyze how your categories are evolving over time. This card does not reflect on your agents, but compares categories in relation to each other.
Note that this card includes the category group as it's own entity. The category group score is not used anywhere else, it is simply here to help get a quick overview over how category groups compare to each other. This is a score for managers who are looking for trends across the workspace based on categories - not based on individuals.
Formula 8: Daily Average for one category
This is the average score for this category on this day. It means, we are taking all ratings that were given for this category on this day and calculate the average.
We can represent this as: AVG (r(cat1)), where r = rating, cat = category
Formula 9: Daily Average for a category group
The score for the category group is calculated based on the weighted averages of all the categories that are part of this group. This means, we take into account the relative weight for each of these categories to calculate the group average.
We can represent this as: (AVG(r(cat1))/(w1/(w1+w2+...+wn))) + (AVG(r(cat2))/(w2/(w1+w2+...+wn))) … + (AVG(r(catn))/(w1/(w1+w2+...+wn))) ,
where r = rating, cat = category that is part of this group, w = weight.
Formula 10: Average score for this category group
This is the weighted average score for this specific category for this time period. It is made up of all individual ratings that were given during that time period. This means, that the value is not an average of the cells in this row (since those daily averages are potentially based on different amounts of ratings). Instead, it’s the average of all ratings related to this group of categories during the selected time period.
We can represent this as: AVG(r)
This Google Sheet includes example calculations. Click into the cells to see the exact formula.