> For the complete documentation index, see [llms.txt](https://docs.3dolphins.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.3dolphins.ai/5.1.x/quality-assurance/performance-rating/add-appraisal.md).

# Add Appraisal

Add performance rating is a process to give appraisal against agents' performance during interactions with customers. In the **available ticket** tab, select the ticket and click the ‘plus’ button (![](/files/-MS2GeiFf5vQNZeg3vUu)). Then, you will see a pop-up form appraisal and conversation chat history. In the form appraisal, you can select template criteria and click ‘apply template’ button. If there is no criteria template, you can create template criteria as described in the rating criteria menu.

The criteria template will appear if matches between the channels in the criteria template and the selected channel ticket. 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, e-mail, etc.

![Add Appraisal](/files/-MS2GeiGtLmtD6hBJQsz)

**Component Explanation:**

| **Name**                   | **Description**                                                                                                                        |
| -------------------------- | -------------------------------------------------------------------------------------------------------------------------------------- |
| Ticket Number              | A unique number that’s assigned to each ticket                                                                                         |
| Total Score                | Total percentage of score minus additional score reduction                                                                             |
| Criteria                   | Criteria will be used to evaluating the Agent’s performance (Required)                                                                 |
| %                          | Point of criteria (Automatic Required)                                                                                                 |
| Score                      | Score for each criteria. You can input a score criteria that is less than equal to the number of points {score} = {<=point} (Required) |
| Remark Criteria            | To add a remark or description of each criteria                                                                                        |
| Additional Score Reduction | If additional score reduction is entered, the total score will automatically decrease (Optional).                                      |
| Remark Appraisal           | To add a remark or description for overall appraisal (Optional).                                                                       |

After selecting the template criteria, you can input the manual score of each criteria. By default, you can input a score criteria that is less than equal to the number of points {score} = {<=point} and you are able to add the remark on each criteria. For example, If the point on criteria is 60, then you can enter a score less than equal to 60 points.

![Add Appraisal Report](/files/-MS2GeiHiKaBZoX9UIZt)

If you're done, you can click **‘Save’** button. And then, you will be prompted to confirm submit appraisal request, click ‘Yes’ to proceed or you can click **‘No’** to return to the performance rating page.

![Submit Appraisal Report](/files/-MS2GeiILW8bFMcyft8e)

For example, click **‘Yes’** button. Then, tickets that have been appraise by Quality Assurance (QA) will be moved to the **Ratings** tab, as shown in the image below.

![Success Notification](/files/-MS2GeiJ-5itBARxGNUV)


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