Understanding QA Scores and Scorecards
4.1 How Scores Are Calculated
QA scores use a weighted average:
Score = (Sum of passed parameter weights / Sum of applicable parameter weights) x 100
In plain terms:
- Every parameter has a weight reflecting its importance. Higher-weight parameters have a bigger impact on the score.
- If you pass a parameter, its full weight counts toward the score.
- If you fail a parameter, it contributes 0.
- If a parameter is N/A, it is excluded entirely -- it does not help or hurt the score.
- Matching between criteria names and rule tags is case-sensitive exact match.
Worked Example
| Parameter | Weight | Result | Contribution |
|---|---|---|---|
| Greeting | 4 | Pass | 4 |
| Empathy | 6 | Fail | 0 |
| Issue Resolution | 10 | Pass | 10 |
| Hold Time | 6 | N/A | Excluded |
- Passed weight: 4 + 10 = 14
- Total applicable weight: 4 + 6 + 10 = 20 (Hold Time excluded because N/A)
- Score: 14 / 20 x 100 = 70
Edge Cases
| Scenario | Score | Explanation |
|---|---|---|
| All parameters N/A | 100 | No applicable parameters means nothing failed. The system returns a perfect score. |
| No parameters configured | 0 | No rules to evaluate against. The system returns 0. |
| Critical parameter failed | 0 | Auto-fail overrides the weighted calculation. |
4.2 Score Ranges
| Score | What It Means |
|---|---|
| 76-100 | High. Meeting or exceeding quality standards. |
| 51-75 | Medium. Room for improvement. Review which parameters failed. |
| 1-50 | Low. Open the Scorecard and read the Rationale and Verbatims for failed parameters. |
| 0 | Auto-fail. A critical parameter failed, or no applicable criteria were found. |
Your organization may set different thresholds -- check with your QA manager for your team's standards.
4.3 Critical Parameters and Auto-Fail
Parameters marked as Critical represent non-negotiable quality standards (e.g., regulatory compliance, inappropriate behavior). If any critical parameter fails, the entire interaction scores 0, regardless of how well everything else went.
A score of 0 does NOT mean everything was wrong. It means one critical standard was not met. All other parameters may have passed.
To find which parameter caused the auto-fail:
- Open the interaction details
- Go to the Scorecard tab
- Look for the parameter marked Failed with a Critical indicator
- Read the Rationale to understand the specific issue
- Click the "Source" accordion to see the transcript evidence
4.4 Parameter Weights
Each parameter has a weight (must be > 0) that determines its relative importance in scoring. You configure weights per organization -- either generated by Auto-Learning based on your QA form, or set manually during parameter configuration.
Weights are relative, not absolute percentages. The score formula normalizes based on the sum of applicable weights, so the raw total does not need to equal 100.
4.5 What N/A Means
Sometimes a parameter is marked N/A (Not Applicable). This means the rule did not apply to that particular call. Common examples:
- Hold time evaluation when the agent did not put the customer on hold
- Upsell evaluation when the call type did not involve a sales opportunity
- Greeting evaluation when the recording started mid-conversation
N/A does NOT count against you. These parameters are removed from the calculation entirely.