Jun 28, 2010

Hi. I believe that N/A should remain in your monitoring form's calculations. It should count as a yes. If N/A is removed from the entire calculation, you increase the value of the remaining items, thus leading to larger deductions. Can someone tell me if they follow this logic currently, or why this logic is wrong or right? Any guidance you can provide is appreciated. Thanks, Jon

John Thomas

Answers

  • Wendy Fowler Posted at 3:32PM on Jul 15, 2010

    Jon: Great question and a common mistake we see in many contact centers today. You are on the right page. For example, if you measure 15 specific items on your form and Yes = 1 point, No = 0 points, N/A = 1 point the overall percent score will come out reasonable. Otherwise, the employee will be "dinged" for a section of the form that was not applicable during a particular contact. The only way you can get around not using this method is if your scoring system can sum the number of N/As and subtract that number from the denominator before the division occurs. This method is a bit stringent. Here is an example of both calculations. In this case you have 15 criteria and the employee scored 12 “yes” and 2 “N/A”. (12+2)/15 = 93.3% 12/(15-2) = 92.3% I hope this helps. Good luck. Wendy Fowler, Senior Consultant ICMI

Please sign in to contribute an answer. If you don't have an account you can register for free here.

Question Search

Need help with something specific? Search our entire QueueTips section to find it.


Can't find what you're looking for in a current QueueTips post? Submit a new post to us!