Managing Agents’ Ratings for KPI and Reports

As a supervisor, you can dismiss or turn back on an agent’s score received for a chat. If you dismiss the score, it will not affect the agent’s average rating and will be excluded from the Survey results report. By default, all scores are included.

To exclude an agent’s score:

  1. In the Threads list on the History tab, locate the chat with the score you want to exclude.
  2. Hover over the score and click it.

    The system strikes through the score and excludes it from the Survey results report and the agent’s KPIs.

    Alternatively, you can do the same while reviewing the chat: hover over the score and click it.

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