Hi James,
The form doesn't provide the ability for bonus points or overriding the 100% scoring methodology. However there are methods to acknowledge an agent going above and beyond without using bonus points. For example - let's say that the form describes the standard expected agent behaviors - but for some of those behaviors agents might have the opportunity to exceed expectations. You can use "conditional questions" in the form so that for example - If the response on the form is a "yes" there may be a conditional question as follow up that could be used to score how well something was done.. Or you could also use NA question groups or NA questions to be applicable only for areas where there may be an opportunity for exceeding expectations.
More than just a score and bonus points - Improving quality is really more about appropriately identifying the standard required behaviors - and then identifying where there are valuable opportunities to exceed. Then when you consider setting internal scoring standards/targets - the standard goal might be to achieve 95% - and the exceeding goal 100% .
Hope that's helpful.
Thanks,
Lesley
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Lesley Vereen
Sr Product Manager - PureCloud
Genesys
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