We haveSURVEY 1 with Q1.Agent knowledge at initial contact SURVEY 2 with Q1.Agent knowledge at initial contact & Q2. Agent knowledge at confirmation SURVEY 3 with Q1.Agent knowledge overallWe want to be able to combine all scores into a single Agent knowledge overall metric.I have created Custom metric - but we are not sure if they are correct. We would like to know how the calculation works. I have also created Measure Group field (Agent knowledge rolled up), mapping all the mentioned questions into that group. Again we are not sure how the calculation works. we are getting different scores when calculating it manually. Has anyone else used similar scenario before and / or knows how the calculations work?

@AnnaPWhat do you mean by “combine”?An average metric field OR A report field that have all the Agent knowledge responsesDo your question in the same scale? What’s your formula looks like.

combined/ rolled up scores, custom metric

combined/ rolled up scores, custom metric | Experience Community

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