Performance grades and the Coverage Bonus

Each module you complete receives a grade — Standard, Premium or Diamond — from the share of your tickets you resolved. The grade sets how much of the module's fee you earn. On top of it, the Coverage Bonus is due when you complete every module you confirmed for the day.

The three grades

The grade is the share of the module's tickets that you resolved:

• Standard — below 50%. Earns 1.0×, half of the module's pool.
• Premium — from 50% to 69%. Earns 1.5×, three quarters of the pool.
• Diamond — 70% or more. Earns 2.0×, the full pool.

Diamond is the ceiling of the module's pool, not a payment above it.

How the share is counted

• The number of tickets you are measured against never goes above what the module can carry. Receiving more tickets than that never lowers your grade, and the share can go above 100%.
• A module in which the brand sent you no tickets is graded Diamond. You are never graded by how busy a brand is.

What counts as resolved

A ticket counts when you sent at least one message to the customer, or escalated the case to the brand's team and the escalation was accepted, and the ticket received an outcome. An escalated case counts whether or not you wrote to the customer first. See Resolving a ticket.

A ticket that more than one Node served counts in full for each of them, in the module where each one served it. It is never split between Nodes.

How grades are given

• Per module. Atlas and Apollo are graded separately, when each one closes.
• By the system. The grade is calculated from the tickets, with no manual input, and it cannot be contested.
• With no memory. A grade applies to its own module only. A Standard module today has no effect on tomorrow's, and no grade ever lowers your level.

You see each module's grade and its ticket count in Earnings. Each grade also adds XP to your level. See Levels: Rookie, Pro, Elite.

The base and the Coverage Bonus

Each module's fee has two parts:

• The base — 80%. Due for each module you complete. It is not subject to any deduction, and no grade, score or rating can hold it back.
• The Coverage Bonus — 20%. Due on top of the base when all the modules you confirmed for that day are completed.

The condition for the bonus is completeness only: the day's confirmed modules were performed, or they were not. It is never a quality score, a grade or a rating.

When the bonus is credited

• If you confirmed both modules, at the end of the day, after Apollo closes.
• If you confirmed only one module that day, at the end of that module.

The bonus belongs to its own day and does not carry over. A bonus already credited is never taken back.