If you'd like certain agents names not to be displayed anymore on the SmileBack CSAT app e.g. on the CSAT Dashboard or Reviews page, please read the following article. However, if you're looking to delete a SmileBack user so that they don't have access to the app anymore you can do that on the Users page (you must be an Account Administrator).
Agent names are part of your SmileBack data due to your CSAT reviews. As long as there are reviews with a certain agent's name on them, that name will be displayed across the app.
In order to remove those names you should either delete the reviews to which they are attached, or remove those agent names from any reviews on which they appear. Given that this might be a tedious process, we could instead do it for you. Just reach out to us at firstname.lastname@example.org with a list of the agent names you'd like us to remove, we're happy to help.
Please note that:
- Removing agents names from the SmileBack app would mean changing your historical data. There currently isn't a way of hiding agents from the app without deleting them from reviews or deleting their reviews.
- Deleting agents from your SmileBack data doesn't affect your billing agent count.
- If an agent doesn't receive reviews for more than three months, they won't be included in your billing agent count.