The category scores over time 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 its own entity. The category group score is not used anywhere else, it is simply here to help get a quick overview of 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 calculating the average. Since this card shows combined average of individual category scores, then category weights and critical status are not taken into account.
Formula 9: Daily Average for a category group
The score for the category group is calculated based on the averages of all the categories that are part of this group.
Formula 10: Average score for this category group
This is the average score for this specific category for over a certain time period and it is counted as the average of the row.
This Google Sheet includes example calculations. Click into the cells to see the exact formula.