I would like to suggest a new feature: the ability to hide end-user ratings from support agents.
The goal is for these evaluations to be visible only to supervisors or managers. This would help ensure that agents continue to provide consistent service quality, without being influenced by seeing a negative rating from a specific user.
This change would allow performance reviews to remain a management tool, while keeping the agent’s focus on maintaining high-quality support for all users.
I would also really want the option to have only the positive feedback visible for agents and hide negative ones. We have a process where negative feedback is handled by certain people, not the person who receives the feedback, to get a bit of distance an perspective into the handling of the negative feedback. The positive feedback and open comments I want the agents to be able to view instantly as it typically improves the spirit and productivity. While negative feedback is to be handled in our organization case by case. While it is of course important for the agents to get the constructive criticism as well, there is a need to filter out feedback that is not really related to the service the agent provided but for example something different. I get into constant discussions with the team in getting them to understand that there is feedback they should consider and feedback they should ignore and pass on. And it is causing just what Dinael said, agents having being influenced by certain customers constantly giving certain type of feedback.
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For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!