Quality Management Metrics

This page provides you details of the different QMmetrics available in the Metric widgets

# All Evaluations

This metric tracks all records from the evaluations feed, attributed to the evaluator.

  • Calculation: Count the number of evaluations where the evaluation type is not ‘SelfAssessment’ and the initiating application name is not Calibration.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Up, a higher metric value is best.

Appealed Expired

The Appealed Expired metric calculates all records from the evaluations feed, attributed to the evaluator, where the workflow status is Appealed and Expired.

  • Calculation: The number of evaluations that expired after the agent has appealed for the re-evaluation

  • Filters:

    • Employee group: Agent, team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower value is best.

Avg. Eval. Score

The Average Evaluation Score calculated the average quality score scored by evaluators.

  • Calculation: : Divide the earned evaluation score by the total number of evaluations.
    [Eval Score Earned] / [Eval Total Evaluations]

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower value is best.

Avg Quality Score

This metric measure the average score earned by Agent across multiple evaluations.

  • Calculation: : Divide the score earned by the total evaluations completed.
    [Score Earned]/[Total Evals Completed]

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Up, a higher metric value is best.

# Completed Deleted

The Completed Deleted metric calculates the number of deleted evaluations which were previously completed.

  • Calculation: All records from the evaluations feed, attributed to the evaluator, where the workflow status is Deleted and Completed.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower value is best.

# Critical Errors

The Critical Errors metric measures the count of evaluations scored a as critical error.

  • Calculation: Count the number of evaluations where the critical question failure flag is set to 1.

  • Filters:

    • Employee group: Agent, Team. Company

    • Contact group: Company

  • Metric direction: Up, a higher metric value is best.

% Critical Errors

The % Critical Errors metric measures the percentage of evaluations with critical errors out of all evaluations.

  • Calculation: [Critical Errors]/ [Total Evaluations]

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Up, a higher metric value is best.

# Evals Not Acknowl.

The Evaluations Not Acknowledged metric measures the count of evaluations that have been sent to an agent but are not yet acknowledged.

  • Calculation: Count the number of evaluations where the status is ‘Sent to Agent’ and the evaluation state is not Closed.

  • Filters:

    • Employee group: Company

    • Contact group: Company

  • Metric direction: Up, a higher metric value is best.

% Evals Completed

The % of Evaluations Completed measures the percentage of completed evaluations out of all evaluations.

  • Calculation: [No. Evals Completed]/[All Evaluations]

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Up, a higher metric value is best.

% Evals Appealed

The % of Evaluations appealed measures the percentage of appealed evaluations out of all evaluations completed.

  • Calculation: [No. Evals Appealed] / [All Evaluations]

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Down, a lower metric value is best.

# Evals Completed

The Evaluations Completed metric measures the number of evaluations completed by the evaluator excluding those with a predefined pending status.

  • Calculation: [Completed (New)]

  • Filters:

    • Employee group: Company

    • Contact group: Company

  • Metric direction: Up, a higher metric value is best.

# Deleted Evaluation

The Deleted Evaluation metric counts the number of evaluations that are deleted before it gets completed.

  • Calculation: Count the number of unique evaluations marked as ‘Deleted’ that are not listed as Completed.

  • Filters:

    • Employee group: Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower metric value is best.

# Evals Appealed

The Evaluations Appealed metric measure the count of evaluations that have been Appealed once in the evaluation workflow.

  • Calculation: Count the number of unique evaluations that are either in ‘Dispute’ or ‘In Review’ status, and are not marked as Expired or Deleted.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower metric value is best.

# Expired Evaluation

The Expired Evaluation metric calculates the number of evaluations expired but not appealed.

  • Calculation: Count the number of unique evaluations marked as Expired that are not in Dispute status.

  • Filters:

    • Employee group: Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower metric value is best.

Max Possible Pnts

This metric calculates the sum of the max possible points earned for qualifying evaluations.

  • Calculation: Sum up the maximum possible scores for evaluations that are of type Evaluation and not from Calibration, with statuses Completed, Sent to Agent, Sent to Supervisor, or Waiting for Agent, and where the overall percentage score is not null.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Up, a higher metric value is best.

# Pending Evaluation

The Pending Evaluation metric tracks all the records in the evaluations feed assigned to the evaluator and has a workflow status marked as Claimed or In Progress. It counts all the forms that are currently being worked on or claimed by the evaluator but not yet completed.

  • Calculation: Count the number of unique evaluations that are either In Progress, Partially Completed, Claimed, or Waiting for Evaluator.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower metric value is best.

Raw Score

The Raw Score metric calculates the sum of the points earned, including Critical failures for qualifying evaluations.

  • Calculation: Sum the raw scores for evaluations that are of type Evaluation, not from Calibration, have statuses Completed, Sent to Agent, Sent to Supervisor, or Waiting for Agent and have a non-null overall percentage score.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Up, a higher metric value is best.

Raw Quality Score

The Raw Quality Score metric calculates the overall percentage score(based on Earned score and max possible score)achieved across evaluations.

  • Calculation: Raw Score / Max Possible Pnts

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Up, a higher metric value is best.

# Replaced Evaluation (Previously Replaced Interactions)

The Replaced Forms metric tracks all the records in the evaluations feed assigned to the evaluator and has a workflow status marked as Replaced. It counts all the forms that the evaluator has replaced with updated or corrected versions.

  • Calculation: Count the evaluator performance records where the workflow status is REPLACED and the evaluation start date is before June 1, 2023, and also count the records where the replaced field is ‘true’ and the evaluation start date is on or after June 1, 2023.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower metric value is best.

Total Evals Complete

The Total Evals Completed metric counts the number of completed evaluations including Appealed and In Review.

  • Calculation: : Count the evaluations that are of type Evaluation, not from Calibration, have statuses Completed, Sent to Agent, Sent to Supervisor, or Waiting for Agent, and have a non-null overall percentage score

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Up, a higher metric value is best.

Score Earned

This metric measures the evaluation score earned by an agent for completed evaluations including Appealed and In Review.

  • Calculation: Total up the overall percentage scores for evaluations that are of type Evaluation, not from Calibration, have statuses Completed, Sent to Agent, Sent to Supervisor, or Waiting for Agent, and have a non-null overall percentage score.”

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Up, a higher metric value is best.