Call centre quality assurance assessment tool. calculating scores by selecting yes or no

**Chaos247** · 08-27-2012, 02:47 AM

Hi.

New here and not exactly a pro at excel. currently taking intermediate level classes.

Ive serached the fourms without much luck. could be my limited understanding of excel.

I’m in dire need of assistance.

I need to create a spread sheet in order to calculate an agents score.
It has to be calculated on a yes/no/ n/a platform.

As seen in my spread sheet, the weightings for each competency has been provided.

If the competency is marked “yes” the percentage should be added. If it is marked “no” the percentage should be deducted. If the N\A option is selected, the allocated percentage should be distributed to the rest of the competencies in that section only. Each sections a divided by the green headings.

Also if any of the competencies that are marked with autozero are marked "No", the consultants rating should be zero (0%) regardless of the other competencies marked "Yes"

Hope I’ve made sense.

Is this possible?

Your time and assistance is appreciated.

**rscsmith** · 08-27-2012, 04:02 AM

Hi

Welcome to the forum.

I could only do this by either:
Having a subtotal for each section (which makes it easy to understand) or having a very long formula at the bottom.

I have uploaded the Subtotal version. You could copy the forumlae from the subtotal rows in to the total row to achieve this without subtotals (it will be a long formula!).

Some other comments:
Data Validation - I have moved your Yes, No, N/A on to another sheet and created a Named Range (YesNo). This allows you to use it for Data Validation (drop down) without having it on the same sheet.
You could also have just put Yes,No,N/A in as the list (rather than providing a range).

Hope this helps.

Cheers, Rob.

**Chaos247** · 08-27-2012, 04:14 AM

Works perfectly thank you.

**rscsmith** · 08-27-2012, 04:27 AM

You're welcome. Don't forget to mark your thread as SOLVED.

Cheers, Rob.

**Chaos247** · 08-28-2012, 04:24 AM

sorry to reopen old wounds. i might have not explained my self well enough in my first post. i apologise.Didnt think i should start a new thread.

rscsmith has done an amazing job so far in assisting me. im just short of one more step. on the spreadsheet ive attached. i need a formual to calculate if a cell contain 0% and have that adjust the final total.

So any cell that has a auto zero weighting, when marked "No", should affect the final rating for that call(E64) and default the final rating to zero.

Let me give a practicle example.

Call 1 On the sheet : i have marked cell e21 as no. this should default the final score on E64 to zero.

On call 2 I have marked cell E29. This decreses the overall percentage by 3%.

So in essesence if an auto zero weighted competency is marked no, the final score(E64) must default to zero, otherwise the score must be calculated on the normal yes/no selected.

i hope this makes sense.

Thank you for taking the time to read this. I appreciated your assistance.

**Chaos247** · 08-29-2012, 03:26 AM

Is anyone able to help with this please?

**Chaos247** · 08-29-2012, 11:14 AM

Found a way to work around it. thank you.

**Daniel92** · 07-17-2013, 04:40 AM

Originally Posted by Chaos247

Is anyone able to help with this please?

Hi,
we faced the same kind of difficulties in the past, but we chose to use a specific tool that help us to monitor quality with multiple scorecards, reporting, ... it's called myviseo, it's a french company. Their website is www.myviseo.com

**MrDaveBull** · 12-16-2013, 11:47 AM

Originally Posted by rscsmith

You're welcome. Don't forget to mark your thread as SOLVED.

Cheers, Rob.

This is excellent! Thank you.

**Sleekdot** · 02-19-2014, 09:07 AM

I have the same issue

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**brianhammilton** · 01-26-2017, 08:05 AM

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**Sahanasanju** · 10-06-2021, 09:06 AM

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Call centre quality assurance assessment tool. calculating scores by selecting yes or no

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