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Additional insight regarding your calculation:
The drop to 22.4% suggests a logic gap in the "Questions" distribution mode. Since you expect 95.8%, you are assuming the "Opening" question carries a global weight of only ~4.2%.
However, in Questions mode, Amazon Connect ignores the visual section percentages and calculates the score based solely on the raw weight points assigned to each question. Please check:
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Weight Concentration: Ensure the "Opening" question isn't accidentally carrying a massive weight (e.g., 75+ points) relative to the others.
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Section vs. Question Mode: If you want the 32/18/8/42% split to be the "anchor," consider switching the distribution mode to "Sections" and letting Contact Lens distribute the weight to questions within those buckets automatically.
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Zero-Score Questions: Verify that your "Yes" answers in other sections actually have positive point values assigned; if they are set to 0, they won't contribute to the 95.8% you're looking for.
Based on the information about how weights work in Amazon Connect evaluation forms, there are a few key points to verify in your configuration:
When you set the distribution mode to "Questions," the total weight of all questions must equal 100%. The section weights you've defined (Customer Experience 32%, Case Handling 18%, Systems 8%, Sales 42%) won't be directly applied - instead, the individual question weights within those sections determine the final score.
Here's what's likely happening: If you're answering all questions "Yes" except one in the Customer Experience section, and getting 22.4% instead of the expected 95.8%, the question weights may not be distributed as you intended across all questions in the form.
To troubleshoot this:
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Verify question weight distribution: When using question-level weighting, ensure that the sum of all individual question weights across all sections equals exactly 100%. The section percentages are for organizational purposes but don't control the actual scoring calculation when questions are weighted individually.
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Check the "Not Applicable" setting: If the Opening question has "Not Applicable" enabled and you're marking it as such (rather than answering "No"), its weight should be redistributed proportionally among the remaining questions. However, if you're answering "No" rather than "Not Applicable," the question's weight remains in the calculation and could significantly impact your score depending on how scores are assigned to that answer.
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Review answer scoring: Confirm that "Yes" answers are assigned the maximum score value for each question, and verify what score value is assigned to the "No" answer for the Opening question.
I'd recommend using the Preview function before activation to validate the scoring calculations, and consider reviewing the weight distribution across all individual questions to ensure they align with your intended section-level percentages.
Sources
Create an evaluation form in Amazon Connect - Amazon Connect
Use scoring and weights on agent evaluation forms in Amazon Connect - Amazon Connect
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