Evaluation form scoring logic
The evaluation is scored based on a point system. By default, the sections and questions are not weighted; that is, the number of points gained by the agent determines its weight. Alternatively, each section and question could have its own weight that determines how much it influences the total score for the evaluation report. These weights are applied after all sections are scored to arrive at the overall score for the evaluation. The calculated total score is displayed, as a percentage, in the evaluation report.
How Question Scores are Calculated
Question scores are calculated based on the applied weights and use the following formula:
Weighted Question Score = Question Score X Question Weight
The following table shows potential points that a question with a 0–5 answer scale could earn if it has a weight of 1 or 5.
Note
If an evaluator answers N/A, MiaRec treats the score as if the question does not exist.
| Scale Answer | Points Earned (Question Weight of 1) | Points Earned (Question Weight of 5) |
|---|---|---|
| N/A | — | — |
| 0 | 0 | 0 |
| 1 | 5 | 25 |
| 2 | 10 | 50 |
| 3 | 15 | 75 |
| 4 | 20 | 100 |
| 5 | 25 | 125 |
The following table shows potential points that a Yes/No question could earn if it has a weight of 1 or 5.
| Answer | Points Earned (Question Weight of 1) | Points Earned (Question Weight of 5) |
|---|---|---|
| Yes | 10 | 50 |
| No | 5 | 25 |
| N/A | — | — |
How Section Scores are Calculated
Section scores are calculated by aggregating the question responses within the section altogether. The example below illustrates the section score with no weighting applied (or weighting of 1).
To calculate weighted section scores, the system will multiply the section score by its weight. The example below illustrates the section score with a weighting of 10.
How Total Scores are Calculated
The total score is calculated by aggregating the section scores altogether. Evaluation forms use the following formula for calculating the total score:
[Total Score / Maximum possible score ] * 100
The following table shows the results for several sections in a sample evaluation form.
| Section | Weight | Score | Weighted Score |
|---|---|---|---|
| 1 | 1 | 10 of 10 | 10 of 10 |
| 2 | 1 | 20 of 20 | 20 of 20 |
| 3 | 2 | 10 of 10 | 20 of 20 |
| 4 | 2 | 20 of 20 | 40 of 40 |
| 5 | 3 | 5 of 10 | 15 of 30 |
Section Score: 105/120 x 100 = 88%
The following table shows the results for several sections with the first section marked as “not applicable” (N/A) .
| Section | Weight | Score | Weighted Score |
|---|---|---|---|
| 1 | 1 | N/A | N/A |
| 2 | 1 | 20 of 20 | 20 of 20 |
| 3 | 2 | 10 of 10 | 20 of 20 |
| 4 | 2 | 20 of 20 | 40 of 40 |
| 5 | 3 | 5 of 10 | 15 of 30 |
Section Score: 95/110 x 100 = 86%