How are rubrics structured?
If this is your first time building a rubric, we strongly recommend you reach out to your Account Executive or Customer Success Manager to learn more about rubric best practices.
With that said, Rubrics are structured as follows:
Sections (marked in red)
A Section is used to group together similar criteria to help organize a rubric. There are 3 types of Sections:
Standard Section: Contain scoring and non-scoring criteria. Criteria in here contribute towards the QA Score but cannot provide more scores than the max QA score.
Bonus Section: Contain scoring and non-scoring criteria. Criteria here contribute towards the total QA Score and can also contribute past the total QA score. Questions here allow QA scores to exceed 100%.
Auto-fail Section: Only contain auto-fail criteria. When one auto-fail criteria is selected, the QA score will always have a 0% QA score regardless of any other scoring options selected.
Grammar and Tone: contains criteria that focus on whether the agent made grammatical errors and had an empathetic tone while working with a customer
Criteria (marked in blue)
A Criteria is used to help a grader understand how to grade an agent on their performance. These often come in forms of questions such as:
Did the agent make any spelling or grammar mistakes?
Was the agent empathetic towards customer's issue?
Was the customer issue properly identified?
Options (marked in green)
An Option is an answer that a grader chooses when evaluating an agent on a Criteria.
On a high level, there are two types of Options:
To learn more about types of Options, check out the article linked below!
Understanding the Rubric Point System
Rubrics have two Point Systems that are listed at the bottom of a rubric.
Total Point Value:
Point System that adds up the maximum score of all the criteria in a rubric to determine the maximum score.
To learn more about how the math works, check out our article "How do Total Point Rubrics work?"
Custom weighting means each section is worth the specified percent of the full 100% score.
To learn more about how the math works, check out our article "How do weighted rubrics work?"