There are two reasons a candidate's score or benchmark result might look different than it did before — both are expected behavior.

Your agency's benchmark is a live running average of your calibration users' adjusted scores. It updates automatically whenever:

This means a candidate who appeared "under benchmark" when you first viewed their results may now appear at or above benchmark if the benchmark threshold changed since then — their actual score hasn't changed, but the bar they're being measured against has.

The candidate's results page always reflects the current, live benchmark. To see the benchmark that was in effect when the candidate originally completed their assessment, use the snapshot preserved in their record (available in the exported PDF).

For a full explanation of how the benchmark is calculated, see Pre-Hire Calibration Benchmark.

Administrators can manually override the result on an individual assessment criterion after the assessment is scored. When an override is applied, the candidate's overall score recalculates automatically to reflect it.

If you see a score that differs from what you remember, check the candidate's assessment results for any overridden criteria — overrides are logged with the reason provided by the administrator who applied them.

If neither explanation accounts for what you're seeing, reply here and we'll take a closer look.