Add New Template Criteria

To be able to appraise agents in the appraisal form, you need to apply template rating criteria, the template will appear if matches between the channels in the template and the selected channel ticket, as shown images below.

Template Rating Criteria

By default you can add template criteria based on channel. In the upper right corner, click the +New Template Criteria button. Then, you will see a template criteria pop-up. type the template name and select the channel template, after finishing, you can click the save button.

Add Template Criteria

For example, we add new template criteria for live chat channel. If the addition of the new template criteria is successful, you will see a pop-up window of success adding criteria and the template will appear in the list of template rating criteria as shown below.

Success Add Template Criteria