# How AI Process Scoring & Section Weighting Works

In Oversai [https://www.oversai.com?utm_source=chatgpt.com], AI Processes allow
you to organize evaluation questions into sections and assign a custom weight to
each section based on its importance.

This helps teams prioritize the behaviors and quality criteria that matter most
in their operation 🎯


HOW THE CALCULATION WORKS

Each AI Process is divided into:

 * Sections (for example: Communication, Compliance, Resolution Quality)

 * Questions inside each section

 * A weight percentage assigned to each section

All questions inside the same section have equal value within that section.

The system calculates:

 * The score achieved inside the section

 * The percentage achieved within that section

 * The weighted contribution of that section to the final score

Finally, all weighted section scores are added together to generate the final AI
Process score.

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HOW QUESTION SCORING WORKS 📝

Each question inside an AI Process can receive one of the following values:

Score

Meaning

1

Positive / Passed ✅

0

Negative / Failed ❌

-1

N/A / Not Applicable ➖


IMPORTANT NOTES

 * Questions marked as -1 (N/A) are excluded from the calculation.

 * Questions scored as 1 count as successful answers.

 * Questions scored as 0 count as failed answers.

This structure helps ensure that only relevant questions impact the final
evaluation score.

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🧮 EXAMPLE

Imagine your AI Process has the following section:

Section

Weight

Questions

Communication

25%

4 Questions

The results for the 4 questions are:

Question

Score

Question 1

1

Question 2

1

Question 3

0

Question 4

-1 (N/A)


STEP 1 — REMOVE N/A QUESTIONS

Questions marked as -1 (N/A) are excluded from the calculation.

So in this example:

 * Total applicable questions = 3

 * Positive answers = 2

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STEP 2 — CALCULATE THE SECTION SCORE

2÷3=66.7%

The section achieved a score of 66.7%.

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STEP 3 — APPLY THE SECTION WEIGHT

This section represents 25% of the final AI Process score.

66.7% × 25% = 16.7%

Final Contribution of This Section: 16.7% ✅

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WHY SECTION WEIGHTING MATTERS

Section weighting allows QA and CX leaders to:

 * Prioritize critical behaviors

 * Give more importance to compliance or resolution quality

 * Reduce the impact of less critical criteria

 * Align AI scoring with business priorities

For example:

 * A financial services company may give Compliance a 50% weight.

 * A luxury support team may prioritize Empathy and Communication.

 * A technical support team may prioritize Resolution Accuracy.

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Need Help?

If you need help designing your AI Process scorecard or section weighting
strategy, contact the Oversai Support Team
[https://www.oversai.com?utm_source=chatgpt.com] and we’ll be happy to help 😊