Use scoring and weights on agent evaluation forms in Amazon Connect
By using weights, you can increase or decrease the impact of a question or section score on the overall evaluation score.
When scoring is enabled for the evaluation form, you can assign weights to sections or questions. The weight raises or lowers the impact of a section or question on the final score of the evaluation.
Example score
Let's say you are assigning the score to a question is that critically important to your business. If the answer is a Yes, the agent gets 10 points. For No they get 0 points. This is shown in the following image.
The answer to first question is more important to your business than the answer to Did the agent close with "Is there anything else I can assist you with today?", which is also worth 0-10 points, as shown in the following image.
To differentiate scores of the questions, you indicate that weight of one question is more than the other.
The following image shows that the answer to Did the agent recite the compliance script for the medication is 50% of the agent's score. Whereas the answer to Did the agent close with "Is there anything else I can assist you with today" weighs only 5% of the score.
The total weight must always equal 100%.
Weight distribution mode
With Weight distribution mode, you choose whether to assign weight by section or question:
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Weight by section: You can evenly distribute the weight of each question in the section.
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Weight by question: You can lower or raise the weight of specific questions.
When you change a weight of a section or question, the other weights are automatically adjusted so the total is always 100 percent.
For example, in the following image, three of the questions were manually set to 10 percent. The weights that display in italics were adjusted automatically.
Weights of optional questions
When a question is optional or applicable only in certain scenarios, choose Enable "Not Applicable" as an answer option to the question. The following image shows this setting on the Answers tab.
After an evaluation is completed, Amazon Connect calculates the evaluation score:
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Questions that are answered as Not Applicable do not count toward the form's final score.
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Their weight is redistributed proportionally among the remaining questions so that the total sum of weights across all questions remains 100%.
For example, consider the following table. It represents a form with four questions (Q1, Q2, Q3, and Q4) that have weights of 40%, 20%, 20%, and 20% respectively. Each question has three answer options (A1, A2, and A3) with scores of 10, 5, and 0. An evaluation with answers Q1:A1, Q2:A2, Q3:A2, Q4:A3 would be scored as shown in the table.
| Question | Question weight | Answer | Answer score | Weighted answer score |
|---|---|---|---|---|
|
Q1 |
40% |
A1 | 10 | 40% |
|
Q2 |
20% |
A2 | 5 | 10% |
|
Q3 |
20% |
A2 | 5 | 10% |
|
Q4 |
20% |
A3 | 0 | 0% |
The form's evaluation score = 40% + 10% + 10% + 0% = 60%.
However, if the answer to question Q4 is changed to Not Applicable, then the evaluation is scored as follows:
| Question | Question weight | Answer | Additional question weight | Redistributed question weight | Answer score | Weighted answer score |
|---|---|---|---|---|---|---|
|
Q1 |
40% |
A1 | 10% | 50% | 10 | 50% |
|
Q2 |
20% |
A2 | 5% | 25% | 5 | 12.5% |
|
Q3 |
20% |
A2 | 5% | 25% | 5 | 12.5% |
|
Q4 |
20% |
Not Applicable | - | - | - | - |
Here's what's going on:
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Question Q4 is effectively removed from the calculation. Its weight (20%) is distributed among the remaining 3 questions in proportion to their weights.
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Question Q1 has double the weight of questions Q2 and Q3, so it receives double the amount of added weight.
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The form's evaluation score = 50% + 12.5% + 12.5% = 75%.
