How To "Score" Not Observed in Call Monitoring

[dougf]

I am struggling with finalizing my Call Monitoring tool.

I am working with the premise of your basic 100 point total for a perfect score.

I am weighting different items with more value than others.

My dilema is the "handling" of items that may not be applicable to a particular call.

Say you have two items, each worth 10 points apiece which the Agent had no opportunity to perform during a call. You can't reasonably deduct 20 points and punish the Agent.

So how does one set this up? I'm sure there is a very simplistic answer and I'm just making things too complicated for myself.

I am setting this up in Excel, but hope to go with an automated system next fiscal year.

Thanks in advance for any help / ideas offered.

Doug