Active and Inactive Template
After adding the template criteria, to be able to do an agent appraisal, you need to activate the template so that the template appears in the appraisal form.
By default, templates that have been successfully added will be active so you can immediately use them for appraisal. However, if you like to disable those templates, simply switch this option inactive. The green color in the template indicates that the template is 'active'. But, the yellow color in the template indicates that the template criteria are 'inactive'.
For example, if the criteria template is created for the live chat channel, the template criteria will only appear on live chat tickets and not appear on telegram tickets, email, etc. If the template is active, template criteria will display in the appraisal form, such as the images below.
But, if the template is inactive, template criteria will not display in the appraisal form, such as images below.
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