This card allows you to track the evolution of your agents' scores over time - based on the date the review was given/received. It is based on given or received reviews, therefore category weights and critical status are taken into account and affect the review score.

Formula 5: Average of the conversation reviews received that day

The daily scores represent the average of the conversation 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.

Formula 6: Average quality score for this period

The average quality score for the entire time period is the average of the daily averages. This means the value is an average of the cells in this row.

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 Feb 19 and Feb 20.

Formula 7: Average Quality Score for all agents

This is the average quality score for all selected agents within the selected time period. The score is based on the review scores. It's calculated as the average of the column.

Example calculation

This Google Sheet includes example calculations. Click into the cells to see the exact formula.

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