Outcome Grade Automation
reviewing the idea
E
Emil P
Hello everyone,
My team and I have feedback in regards to updating the Outcome grade of evaluations. The way our team decides the Outcome is based on the Quality Score. For example: 100% score would be a Legendary grade, 75%-99% would Epic, below 75% would be a another grade, etc.
With how the system is implemented right now, we have to manually update the Outcome based on the Quality Score that the agent earned. And our team has noticed that there's an opportunity here to make the process automated.
The idea is to implement a system where percentage scores are automatically assigned a grade. So a 100% evaluation would automatically be graded as a Legendary.
This would make the evaluation flow more efficient for our evaluators, and it would also alleviate some of the issues that we encounter when updating evaluations that have been successfully queried. A successfully queried evaluation doesn't display the percentage that will be attained after the score is updated, so we have to either make our best guess or calculate the percentages ourselves before updating the Outcome grade.
Kind regards,
Emil
Jon (Product Manager @Evaluagent)
reviewing the idea
E
Emil P
Update for this feedback:
After discussing with my colleagues who have have higher level access to Evaluagent, they've pointed out to me that there is already an automation system in place, but that it is only limited to Pass or Fail scoring (image attached).
So, to add to my feedback:
It would be really good if the automated system allowed for more nuance with grading. For example "If score above 75% ---> Grade A" "If score below 75% ---> Grade B" "If score below 65% ---> Grade C", etc.
In addition, there are certain line items that we evaluate that bring a certain outcome mark regardless of the percentage. For example, if our 'Above & Beyond' line item criteria is met, we will mark the outcome as a 'Mythic' grade regardless of the percentage. So those would need to be taken into account as well.
Same applies for line items that if failed, will bring an Auto-Below Standard marking, regardless of the percentage.
A
Arthur A
Very nice suggestion! Having to remember these is time consuming for me!