This may seem a silly question, but I simply haven't been able to find an answer anywhere... How do calibration scores affect an agent's evaluation scores? If a call is calibrated and evaluated half a dozen times, do those scores go toward the agent's scores or are they completely separate and will not report as the agent's average? If there was a legitimate evaluation performed on a call and then that same call is chosen for calibration afterward, do the calibration scores get averaged into the legit evaluation for that call?
#QualityManagement------------------------------
Lisa Johnson
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