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

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Lisa Johnson
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Hi, Lisa!

Calibrations don't impact agent scores.

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Ekaterina Kononova
Product Specialist | Data, Analytics & Quality Management
Sweden
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Original Message:
Sent: 10-09-2024 12:26
From: Lisa Johnson
Subject: Calibration Scoring vs Agent Evaluation Scores

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

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Lisa Johnson
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