Details of the enhancement:
We are requesting the reinstatement of features that were previously available in earlier versions of QM forms, as outlined in the following article:
CX One QM - Can you have more than 100 points possible on an evaluation form

Specifically, we are referring to the ability to:

Over-Score by Points Only: The ability to assign extra points to specific sections of the evaluation form without those points contributing to the overall percentage score. This allowed for a more flexible and nuanced evaluation process while ensuring the total score remained capped at 100%.

Critical Sections: The ability to include sections deemed “critical” that carry additional weight in scoring but do not cause the overall score to exceed 100%. This was a useful tool for emphasizing key performance areas without skewing overall results.

These features appear to have been removed in recent updates but were available in earlier system versions.

What is your use case and who is the user (agent, supervisor, customer, etc.) for your request?
The users are supervisors and QA analysts who evaluate agent performance using QM forms. These enhancements would support more accurate and targeted assessments.

What problem are you trying to solve or what problems does the current functionality cause?
The removal of these features limits the flexibility of the scoring system. Without the ability to over-score by points or add critical sections without inflating the total score, it becomes difficult to highlight and reward exceptional performance or emphasize key behaviors without impacting the overall score integrity.

What steps did you take to get there?
We referenced the article above, reviewed historical functionality within previous versions of QM forms, and identified the gap in current capabilities. Attempts to replicate this flexibility in newer versions have not been successful.

How do you want the feature/product to work (proposed solution)?
We propose reinstating:

The ability to add extra points to individual sections that do not contribute to the total percentage score.

The ability to designate critical sections that carry additional weight but do not push the overall evaluation score above 100%.