Non Critical Error Calculation
COPC formula for non critical scoring is :
1-sum of non critical errors/#of calls monitored*# of questions asked in the form
My issue is that my soft skills section has 15 questions hence, using this formula gives a wrong indication as in : the multiplication by 15 will give me a big denominator so, the more errors I score down, the better accuracy I get!!!
I want to know the best practice on this piece, given that my system doesn’t support a numerical scoring
Question asked by Omar
Number of Calls Monitored
# of calls monitored = Number of calls monitored
You do not divide by 15 (the number of questions) but by the number of calls monitored.
So if you monitored 100 calls and there were 2 non critical errors. The scoring would be 2/ 100 = 2%
With thanks to Jonty