Ticket Exclusion:

Tickets can be excluded from AutoQA either as a rule-based configuration or as a one-off request. Rule-based exclusions automatically prevent certain ticket types (such as internal tests, duplicates, billing-only cases, specific queues, or tickets with no customer response) from being evaluated based on defined CRM criteria like tags, forms, fields, or requester domains. One-off exclusions apply to specific tickets, including those already processed, such as cases containing sensitive or restricted information. Excluded tickets do not receive a score and are not included in AutoQA metrics, and they may appear as Excluded or N/A in reporting. To request an exclusion, provide the ticket ID, source system, reason for exclusion, and applicable criteria to your SupportLogic representative.

Authorization:

Exclusion requests should be submitted by Support Leadership,Quality teams, Support Operations, or the designated SupportLogic program/admin owner. Agents should route requests through their team lead or QA owner.

Post-Processing and Security Cases:

For security, legal or other highly sensitive tickets:

• Flag the case internally per your company policy
  
  

• Provide only the necessary identifiers to SupportLogic
  
  

• Clearly state that the exclusion is security-related
  
  

SupportLogic will align handling with compliance and access requirements.

Disputing AutoQA Scores:

• The ticket is marked as Disputed
  
  

• A QA reviewer evaluates the interaction and scoring rationale
  
  

• The score may be upheld or adjusted
  
  

Dispute permissions are configurable by role. Submitting a dispute does not automatically change the score; it triggers a formal review process.