Quick answer
The most common Score weights questions are format, quality, permissions, batch failures and privacy. Weights determine what agents optimize; do not make every item equal.
Why it matters
Checking these high-frequency issues solves most cases.
Compliance/privacy/safety should be veto or high weight.
Step by step
- Define QA goals and observable behaviors before building a giant scorecard.
- Stratify samples by shift, channel and risk so they represent real problems.
- Calibrate scoring boundaries before ranking or performance decisions.
- Attribute issues to knowledge, process, system or people before choosing fixes.
Common mistakes
- Scoring without calibration makes managers incomparable.
- Sampling only easy tickets biases the result.
- Using QA as punishment makes agents hide context.
- Looking only at CSAT while ignoring resolution and rework.
Checklist
- Scorecard has behavioral anchors.
- Sampling has stratification rules.
- Calibration records disputed samples.
- Issues have owners and review dates.
Key facts
- Compliance/privacy/safety should be veto or high weight.
- Resolution quality outranks script fluency.
- Review weights quarterly so they do not go stale.
FAQ
What are common Score weights questions?
The most common Score weights questions are format, quality, permissions, batch failures and privacy. Weights determine what agents optimize; do not make every item equal.
How long does it take?
Usually 1-3 minutes; for intermittent issues, run 30 seconds and retest elsewhere.
Is data uploaded?
Runs locally and does not upload video/audio; extensions may still read the page.
Source: Qualtrics