How to use the AQM scoring facility in AMETHYST?

[John Richard Procter]

Overview :
Although they look similar they have very different functions.
Positive Scoring, Negative scoring and Total Fail. This is more a
guideline and give examples of where certain scoring methods could
be used. The supervisor's own discretion is to be used when setting up
their own templates.


There are 3 different types of categories available now.



1. Positive:
   This is a normal category where each question is assigned a point and the
   question is marked positive as the points are accumulated.
   
   Options:
   1. Yes|No|N/A
   2. Yes|Needs Attention|No|N/A
   3. Poor|Below Average|Average|Above Average|Excellent|N/A
   When would I use this?
   This is most often used when assessing the agent on an individual performance basis.
   Friendliness, Professional manner, knowledge of product, sales skills, problem identifying
   and resolution.
   
   
2. Negative:
   
   
   • When a category is marked negative, a total score must be assigned to the category.
     The agent will get this total when the review is selected.
     
   • Each question in this category can be marked as Good, Needs Attention or Poor.
     
   • When the question is configured, the number of points that must be deducted for
     Needs Attention and Poor needs to be configured.
     
   • If a question is marked as Good, no points are deducted.
     
   • If a question is marked as Needs Attention or Poor, the relavent points will be
     deducted. The category score cannot be less than 0, so if to many questions are marked,
     Amethyst will only score the category as 0.
   When would I use this?
   
   If there are certain procedures or policies in place of which an agent must adhere to
   such as, corporate greetings and obtaining certain information etc.
   
   
3. Total Fail:
   
   Questions that are part of a Total Fail category have only a Yes-No answer.
   If any of the Total Fail questions are marked as Yes, the agent will fail the complete
   review with a score of 0.
   
   When would I use this?
   
   This would be used in an instance whereby the Supervisor deems the action of an agent
   unacceptable. Cursing at the client for example will result in a total fail. The report
   will score zero(total fail) and therefore count no points toward the agents total points
   scored, but the template will count towards the agents average statistics (the total fail
   template will be counted as part of the total number of AQMS done for that agent).