How to solve issue with Unknown Agent Ratings?

Do you wonder what is this "Unknown Agent" which appears in your rating feed?

This happens when Nicereply is not able to assign a rating to a certain agent. The rating URL structure looks like the following one:

nicereply.com/company-name/username/ticket-id

"Unknown Agent" is caused by a broken username token in the rating link. Either it doesn't match or the agent hasn't been imported to Nicereply, usually when you're using a general rating link in the ticketing system.

How to fix it

1. If each agent has his own rating link

Make sure that agent's username is the same as username token in the rating link.  Go to "Staff" and edit the agent. You can check the agent's rating link when you click on his/her signature survey.

2. If you're using integration with ticketing system

Make sure that all agents, whose rating link is automatically assigned to them by variables (user_ID), are imported into Nicereply. Go to "Staff" and repeat agent import from your help desk tool. You can see a detailed manual on how to import new agents into Nicereply here.

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