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  • 1.  Evaluation scoring weight

    Posted 04-22-2021 10:50
    No replies, thread closed.
    We have run into a scoring issue when comparing the evaluation score calculated with client's existing system Verint. 
    in Verint, whenever question is mark NA, the respective weighting will be distributed to remaining questions based on the proportion which is super fair e.g. 
    Q1      5     20%
    Q2      5     30%
    Q3      5     50%

    when evaluator mark Q1 as NA, the weighting for the remaining  Q2 and Q3 will be redistributed based on the proportion. To users this is the most fair calculation
    Q1      0     0
    Q2      5     37.5%
    Q3      5     62.5%

    In Genesys, as it was not very clearly specified, from what we tested, seems like the weight will be distributed evenly, without considering the proportion
    Q1      0     0
    Q2      5     40%
    Q3      5     60%

    I would like to reconfirm if my understanding on Genesys evaluation score calculation logic is correct. will there be any enhancement on this? 

    brgds, Annie
    #QualityManagement

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    Annie Ng
    Accenture Company Limited
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  • 2.  RE: Evaluation scoring weight

    Posted 04-22-2021 23:45
    Edited by Renee Au Yeung 04-22-2021 23:47
    No replies, thread closed.
    To supplement the above scenario

    Q1      Total points: 5       20%
    Q2      Total points: 15     30%
    Q3      Total points: 10     50%

    When we marked NA for first question
    Q1      Score: N/A     0
    Q2      Score: 13/15    37.5%
    Q3      Score: 8/10      62.5%
    Client expected the calculation as
    13/15*0.375+8/10*0.625=82.5%

    But Genesys calculated in this way:
    (13*0.3+8*0.5) / (15*0.3+10*0.5)
    =83.15%




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    Renee Au Yeung
    Proquire LLC
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    Original Message


  • 3.  RE: Evaluation scoring weight

    Posted 04-26-2021 21:13
      |   view attached
    No replies, thread closed.
    According to Genesys Cloud documentation for Evaluation form weights, the formula for scoring the evaluation form is:
    ((Group 1 total points * weight) + (Group 2 total points * weight)) / ((Group 1 possible points * weight) + (Group 2 possible points * weight))

    In my testing, my evaluation form was scored as 83.16% only when the questions were in 3 question groups. However, if the questions were all placed within one question group, then after marking the first question as N/A, and getting 13 points on question 2 and 8 points on question 3, my total score was 21/25 or 84%
    Formula = (N/A + 13 + 8) / (N/A + 15 + 10) or 21/25

    If you would like to share a screenshot of the evaluation form in Genesys Cloud, then perhaps others in the community would be able to provide further feedback. 


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    Robert Bruno
    Genesys - Employees
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    Original Message


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