Error calculated on 0 point questions
When a question has a 0 point value & the agent gets the question correct it is counted as part of the error rate. We would ask to have 0 point questions only counted as an error if the question is incorrect
2
votes
Anonymous
shared this idea
-
Chime QI
commented
If the answer is a fail all question, the agent/TL cannot dispute it because Playvox think it is correct (Total Points Achieved = Max Score). However like mentioned above, it is considered an error in the reports.