We are surveying customers after their contact with our call center measuring both call center and agent satisfaction. We have identified some instances where the agent did nothing wrong (user even complimented them in the open text) but gave them a bad score. Is there a way for a dashboard user (non-technical without access to the source survey data) to exclude this poor satisfaction score from the agent to not adversely affect their scores?
Question
Text response doesn't match agent's score
+33
+20Hi
You can exclude these responses from the analysis. Go to the dashboard data then you can select one unique field on the basis of that field responses will be excluded.
For example in below case i have exclude the response having customer id as xxxx78645.
Bhavya Kumar
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