Category
API, Quality Evaluation
Summary
Evaluations with N/A-enabled question groups will see differences in how question group scores are calculated. The overall score of the evaluation will not be affected.
References / JIRA Ticket
WEM-184
Context
Currently, if a question group is scored as N/A, the weights of the remaining question groups are inflated to fill up the weight of the N/A group. As a result, the weights used in the calculation always sum to 100%. After this change, that will no longer happen; the weights set by the user will never be altered.
This is a part of the broader changes for WEM-184, in which weights will no longer be shown as percentages and no longer be required to add to 100%.
Impact
If a customer is using an evaluation form with N/A-enabled question groups and are tracking agents’ performance over time on certain question group scores, they should not compare evaluation group scores before this change with scores after this change.
Only the calculation of the point-value of individual question groups will be affected; the resulting overall evaluation score for a given answer set will be the same before and after the change.
Date of Change
This change will be released on 16 September 2020
Impacted APIs
GET /api/v2/quality/evaluations/query
GET, PUT, POST /api/v2/quality/conversations/{conversationId}/evaluations/{evaluationId}
GET /api/v2/quality/calibrations
GET /api/v2/quality/calibrations/{calibrationId}
POST /api/v2/quality/evaluations/scoring