Hello Braiden,
I currently cover this area in the Resource Center. When I took over this topic, it took me a bit to wrap my head around the evaluation form weights too.
Applying a 50% weight means that the questions in that group are worth half a point each instead of a full point, rather than the group being worth 50% of the total score.
In the example in the article, there are three questions total. All of the questions have a value of up to 1 and belong to groups that have 50% weight. For scoring, the evaluator gave the agent the following scores:
Group 1, Question 1: Score 0 * .5 weight = 0 weighted
Group 2, Question 1: Score 1 * .5 weight = .5 weighted
Group 2 Question 2: Score 1* .5 weight = .5 weighted
So the agent's weighted score was 1 out of 1.5, or 67%. (Unweighted or if both groups were set to 100% would be 2 out of 3. Edited since you cannot set all groups to 100%.)
Since all the questions are worth one point and all the groups are set to 50% weighting for the questions, the questions are each worth 33%.
If the groups were weighted, the totals for each group would be calculated instead of the questions. With the evaluator scores above, the calculation would look like this:
Group 1, Total Score 0/ possible score 1= 0 * .5 weight = 0 weighted
Group 2, Total Score 2/ possible score 2= 1 * .5 weight = 1 weighted
So the agent's score would be 0+1 = 1 out of 2 possible, or 50%, and, as you said, the first question would be worth 50% and the 2 questions in group 2 would each be worth 25% of the total.
If you want to make weight the group score instead of the individual score, you can try this formula someone passed along to me (I haven't tested it myself):
This formula can be used figure out what weighting to set for each group, so this can be achieved using our current weighting system.
((1/x)/(y/z))*(a)
x = total number of groups in the evaluation
y = total number of questions in specific group
z = total number of questions in the evaluation
a = desired weighting for specific group as a % of the total score
If you use this formula for each group in an evaluation form, you can determine what weight to set on each group to have that group weighted as a % of the total score.
I hope the explanation here helps you. In the future, I hope to update that article with a better example that causes less confusion.
Happy evaluating!
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Jordan Robinson-Rucker
PureCloud Technical Writer
Genesys - Employees
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Original Message:
Sent: 10-29-2018 11:25
From: Braiden Woodward
Subject: Evaluation form weights / scores
We're a PureCloud partner and have had multiple clients experience issues with the evaluation form weightings.
The examples provided here: Evaluation form weights - PureCloud Resource Center do not make sense. With a 50% weighting with 1 question and a 50% weighting with 2 questions the 1st question should be worth 50% and the following 2 worth 25%. In the example they are worth 33.33%.
We've raised cases with support and have gone go length to demonstrate this issue and also issues with the critical score but have been told it is by design.
Anyone else have this issue?
#QualityManagement