Genesys Cloud - Main

I'm trying to create an evaluation that penalizes an agent if they do specific things we deem out of compliance.  Thus the question should take points but never award points.  I'm not able to figure out a way to accommodate this without making the question a part of the evaluation, but than it awards points even when selecting N/A.  The concern with this is, once you begin to award points, your total potential points increase and the weights of your other items are diminished.In this case considering we want the penalty to be worth 50% - a 10 point question goes from 20% to 10%. 

We see it as being more of a 'parking ticket'. You don't get a reward for parking correctly, but if you park illegally you're bound to get a ticket and have a penalty as a result. I know there is an auto-fail option but that makes the monthly average of evaluations unrecoverable for the amount of evaluations we do for each agent during a month or quarter.  If we could adjust what value auto failure defaults to - i think that would work for us. 

Is it possible to have a question where if we select N/A it's omitted entirely from an evaluation, however, if we mark a specific answer they lose points? 

Thanks in advance.


PS - I know we could adjust our target to accommodate this but having done a system switch during the same calendar year we are trying to avoid it if it's possible.
#QualityManagement

------------------------------
Marshall
------------------------------

Hi Marshall,

I understand the challenges of switching from one system to another and the issues that are encountered when you try to duplicate what the previous system did with the new system.  The PureCloud  QM scoring system is based on 100%  and also on the philosophy that quality evaluation forms reflect the behaviors that you expect agents to demonstrate when they handle various types of customer interactions.  An agent who demonstrates all of the required behaviors gets a 100% - while those who don't achieve all behaviors get lower scores reflecting that.  Some behaviors aren't applicable to every conversation thus there is the ability to make that behavior/question an NA.  Questions marked as NA are not counted in to the scoring.  So what I'd like to do here is answer your questions, and then offer a suggestion.

• Adjusting the value of auto-fail isn't an option. The general expectation of an auto-fail is to result in a 0 score.
• Selecting NA results in no score for that question and it's not included in the scoring calculation. So if your evaluation form has 20 possible questions – and 2 of those are scored NA – that evaluation score is based on a possible 18 questions rather than 20.

Suggestions 

• My first suggestion is to bite the bullet - so to speak - and recognize that it's probably better to go ahead and acknowledge the differences between your previous QM system and PureCloud. I know that it's no easy task to re-write an evaluation form and test out the scoring, account for scoring differences, etc - but given the situation seems like something to consider. 
• My next suggestion is to think of those compliance things as something that when applicable – you expect agents to do them right. State the behavior in a positive way on the evaluation form that clearly defines what you expect them to do.  Although you say that it's like a parking ticket and shouldn't be rewarded, I encourage you to think about it in terms of what the impact is if the agent doesn't meet the expectation of that compliance requirement. Why not reward them for doing what's expected? If they don't meet expectations the score will reflect that. If they do it – maybe that item is worth 5 pts that contributes to their score.  If they don't do it they get 0 – which is like taking away from the potential to score 100%.
• For behaviors that are of a compliance nature I suggest you designate them as a "critical" question. Critical questions can only be  "yes" "no" but also as NA (for example the call was a transfer and didn't require the agent to verify the customer)
  • Question Example – Agent followed the required steps to verify the customer
  • Yes = value of 5
  • No = value of 0 (could be any number value but for compliance you would probably use 0 )

If you designate any questions as "critical" – no matter how many of them you have, the completed evaluation gives you an overall score as well as a critical score.  The critical scores are factored in to the overall score- but the ability to see the resulting critical score provides visibility to performance issues with the critical compliance type behaviors.

I hope these suggestions make sense and that you'll give it some consideration.

 Please let me know if you have any questions and we'll be glad to try and help.

Happy scoring!
Lesley

------------------------------
Lesley Vereen
Sr Product Manager - PureCloud
Genesys
------------------------------