Find out what terms like ‘Pass’, ‘Fail’, or ‘Critical Failure’ mean in the results of an evaluation.
AutoQA will determine an agent’s final grade based on certain criteria. While the terminology may be common, its metrics may differ in PeopleQX, hence it makes good sense to familiarize yourself with them.
‘Pass’
The agent met requirements by passing both critical and non-critical sections.
‘Fail’
The agent passed a critical section but was unable to obtain adequate scores in other sections to achieve the passing mark.
‘Critical failure’
The agent did not achieve the requirements for a business or COPC-critical section. Even if the agent passed the non-critical sections and accumulated an adequate passing score, those won’t count.
Grades are displayed in the ‘Evaluation’ tab of the conversation file.
- You’ll be able to identify where the scores were derived from — AutoQA and/or Manual QA-only scoring or if AutoQA score was excluded from the calculation.
- The ‘Score breakdown’ displays scores of individual sections and that adds up to the final grading. In cases of ‘Fail’ or ‘Critical Failure’, the section breakdown helps QA Leads/Managers to assess which areas of coaching are to be prioritized for an agent.