Available
QA calibration
Calibration is how a team checks that analysts score the same interaction in a similar way. A calibration evaluation may reuse a call reference that an ordinary evaluation cannot repeat.
What it does
- Calibration sessions and published samples
- More than one analyst score on the same item
- An agreement calculation on the calibration route
What it does not do
- Agreement is a statistic on the scores entered. It is not a certificate of analyst accuracy.
Who uses it
QA analyst · Ops manager
Questions
Why can calibration reuse a call reference?
Ordinary scoring blocks a second evaluation of the same client and reference. Calibration is the exception, so a team can compare analysts.