Our QM supervisors noticed that on one of our Quality Evaluation forms, the scoring weights are not summing to 100%.
This actually breaks our legal metadata export. When we pull the evaluation JSON payload for discovery requests, the total score reads 105.0, which causes our external compliance tool to reject the entire record as malformed. How is it possible to score over 100% on a standard QA form?
As an evaluator who grades over 200 interactions a week, I’ve seen this happen specifically when using the ‘Not Applicable’ (N/A) checkbox on critical questions.
If you have a question weighted at 20 points, and the evaluator marks it N/A, the form dynamically redistributes that weight to the other questions based on your Form settings. If your ‘Bonus’ questions are configured incorrectly, the redistribution math can push the total score above 100%. Check your ‘Score Setting’ toggles in the Quality Form designer.