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What happens if a customer changes their Coaching Rubric after its been used?

Modified on Tue, 16 Apr 2024 at 09:29 PM

What is the impact on the reporting and data displayed in the UI associated with Reviews done on cases that used a different Rubric?

Agent Insights will show reporting data associated with the current Rubric by default.  However, you can view past data by selecting the different date ranges associated with an earlier Rubric from the drop-down in the top right.


Resources:

Agent insights


Welcome to SupportLogic Knowledge Bits - Semi-structured articles that come from customer Q&A, implementation insights, and Slack discussions.


Agent Coaching References

This highlighted below shows the "reporting" about agent Coaching - the aggregated view shows up there. It is also shown on the Agent Insights page, under the Performance tab.

 








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