How is Category score calculated?
How is IQS calculated?
The average of all reviews:
IQS = (review1_score + review2_score + ….) / number of reviews
review_score = (category1_score * category1_weight + category2_score* category2_weight + ...) / (category1_weight + category2_weight + ...)
Agent A has received the following ratings:
The review score here is calculated:
review_score = (cat1_score * cat1_weight + cat2_score* cat2_weight + ...) / (cat1_weight + cat2_weight + ...)
In this case, this means:
review_score = (request_Score * 0.05 + clarification_score* 2 + explanation_score* 2 + writing_score* 0.5 + internal-data_score* 1 / (0.05 + 2 + 2 + 0.5 + 1) >> unless request_Score < 50%, then 0 %