Genesys Cloud - Main

Hi all,

Looking for some additional insight into the Quality Evaluation scoring/weighting in GC. I've been utilizing this product documentation here: https://help.mypurecloud.com/articles/evaluation-form-weights/

The formula makes sense, however, our stakeholders are trying to make the overall score deduct percentages from the overall score as they mark answers. Looks like values for answers cannot be negative integers.

For example, there are 3 available answers for each question (Answer 1 receives full points, Answer 2 a deduction of 5% from the overall score, and Answer 3 a deduction of 15% from the overall score).  We've been testing on our side and have come up empty-handed so any suggestions on how to accomplish this given the scoring formula from the product documentation above would be helpful!

Thanks!

Could you, and just plucking this from the air, set the answers to default to the highest value (set at the group level) So now when the form starts the answers that give 100% is selected. now any changes to that will reduce that percentage.

Hi all,

Looking for some additional insight into the Quality Evaluation scoring/weighting in GC. I've been utilizing this product documentation here: https://help.mypurecloud.com/articles/evaluation-form-weights/

The formula makes sense, however, our stakeholders are trying to make the overall score deduct percentages from the overall score as they mark answers. Looks like values for answers cannot be negative integers.

For example, there are 3 available answers for each question (Answer 1 receives full points, Answer 2 a deduction of 5% from the overall score, and Answer 3 a deduction of 15% from the overall score).  We've been testing on our side and have come up empty-handed so any suggestions on how to accomplish this given the scoring formula from the product documentation above would be helpful!

Thanks!

Hi Anton,

Thanks! That was a great starting point. I was able to get to our end goal by taking 5 and 15 percent of the total points available, then subtracting from the total to give me the following values:

However, after some testing, this appeared to only work with a single grouping. Any thoughts how how to continue the same end outcome but with multiple groups?

Appreciate all the brainstorming! 

Could you, and just plucking this from the air, set the answers to default to the highest value (set at the group level) So now when the form starts the answers that give 100% is selected. now any changes to that will reduce that percentage.

Hi all,

Looking for some additional insight into the Quality Evaluation scoring/weighting in GC. I've been utilizing this product documentation here: https://help.mypurecloud.com/articles/evaluation-form-weights/

The formula makes sense, however, our stakeholders are trying to make the overall score deduct percentages from the overall score as they mark answers. Looks like values for answers cannot be negative integers.

For example, there are 3 available answers for each question (Answer 1 receives full points, Answer 2 a deduction of 5% from the overall score, and Answer 3 a deduction of 15% from the overall score).  We've been testing on our side and have come up empty-handed so any suggestions on how to accomplish this given the scoring formula from the product documentation above would be helpful!

Thanks!

If it was me, I would make each question worth their total form amount, and that would keep things simple.

Each group I would tick the default to highest amount box. 

eg, since question 1 got 0 and the highest amount is 15, the total form score is 85%, if 5 was selected in stead the form total would be 90 etc. But the trade of there is the group total results might not be what you want but the overall is.

Otherwise you are going to have to play around with the group weighting, which is doable, but sounds like too much hassle to me.

Hi Anton,

Thanks! That was a great starting point. I was able to get to our end goal by taking 5 and 15 percent of the total points available, then subtracting from the total to give me the following values:

However, after some testing, this appeared to only work with a single grouping. Any thoughts how how to continue the same end outcome but with multiple groups?

Appreciate all the brainstorming! 

Could you, and just plucking this from the air, set the answers to default to the highest value (set at the group level) So now when the form starts the answers that give 100% is selected. now any changes to that will reduce that percentage.

Hi all,

Looking for some additional insight into the Quality Evaluation scoring/weighting in GC. I've been utilizing this product documentation here: https://help.mypurecloud.com/articles/evaluation-form-weights/

The formula makes sense, however, our stakeholders are trying to make the overall score deduct percentages from the overall score as they mark answers. Looks like values for answers cannot be negative integers.

For example, there are 3 available answers for each question (Answer 1 receives full points, Answer 2 a deduction of 5% from the overall score, and Answer 3 a deduction of 15% from the overall score).  We've been testing on our side and have come up empty-handed so any suggestions on how to accomplish this given the scoring formula from the product documentation above would be helpful!

Thanks!

Ok, yes our Overall score is what's most important, group scoring is not relevant to us at this time. 

Your example works great, but it may just work when there's a single group. ie. if you were to update an answer in your Group 2 away from the highest possible score, would that still follow the deduction of 5 or 15 percent from the Overall score? When I tested this, I found the secondary group threw off the original 5 or 15 percent deduction calculation which worked with a single group.

And yes, agreed on the group weighting, I've turned the scoring off. Or if it's turned on, I set the weights value to 1.

Thanks for your responses. 

If it was me, I would make each question worth their total form amount, and that would keep things simple.

Each group I would tick the default to highest amount box. 

eg, since question 1 got 0 and the highest amount is 15, the total form score is 85%, if 5 was selected in stead the form total would be 90 etc. But the trade of there is the group total results might not be what you want but the overall is.

Otherwise you are going to have to play around with the group weighting, which is doable, but sounds like too much hassle to me.

Hi Anton,

Thanks! That was a great starting point. I was able to get to our end goal by taking 5 and 15 percent of the total points available, then subtracting from the total to give me the following values:

However, after some testing, this appeared to only work with a single grouping. Any thoughts how how to continue the same end outcome but with multiple groups?

Appreciate all the brainstorming! 

Could you, and just plucking this from the air, set the answers to default to the highest value (set at the group level) So now when the form starts the answers that give 100% is selected. now any changes to that will reduce that percentage.

Hi all,

Looking for some additional insight into the Quality Evaluation scoring/weighting in GC. I've been utilizing this product documentation here: https://help.mypurecloud.com/articles/evaluation-form-weights/

The formula makes sense, however, our stakeholders are trying to make the overall score deduct percentages from the overall score as they mark answers. Looks like values for answers cannot be negative integers.

For example, there are 3 available answers for each question (Answer 1 receives full points, Answer 2 a deduction of 5% from the overall score, and Answer 3 a deduction of 15% from the overall score).  We've been testing on our side and have come up empty-handed so any suggestions on how to accomplish this given the scoring formula from the product documentation above would be helpful!

Thanks!