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  • 1.  Calibration Scoring vs Agent Evaluation Scores

    Posted 10-09-2024 12:26

    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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  • 2.  RE: Calibration Scoring vs Agent Evaluation Scores
    Best Answer

    Top 25 Contributor
    Posted 10-10-2024 02:39

    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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