Why are cases missing from my EvaluAgent customer experience scores?
The EvaluAgent help pages give 4 common reasons. The first to rule out: Cases count by their case date, so a case dated outside the chosen range is left out even if it was evaluated recently.
What causes it?
Cases count by their case date, so a case dated outside the chosen range is left out even if it was evaluated recently.
In the EvaluAgent help:
Only cases with case dates within the range are included
How To Use The CX Performance Report, read 2026-11-12.A case with no outcome set is not included, so cases still waiting for an outcome can make scores look thin.
In the EvaluAgent help:
Case outcomes must be set for inclusion in reports
How To Use The CX Performance Report, read 2026-11-12.A case only shows metrics once its evaluations are complete, so recent cases can appear empty for a while.
In the EvaluAgent help:
Cases must have completed evaluations to show metrics
How To Use The CX Performance Report, read 2026-11-12.Cases that are not assigned to a customer journey type are not part of the report, as EvaluAgent explains.
In the EvaluAgent help:
Are assigned to a Customer Experience type (User Journey)
How To Use The CX Performance Report, read 2026-11-12.
How do I check it myself?
Check that the cases you expected have case dates inside the range you are looking at.
In the EvaluAgent help:
Verify cases exist within the selected date range
How To Use The CX Performance Report, read 2026-11-12.Make sure the customer journey types you expect are still active, since an inactive one can drop out of the report.
In the EvaluAgent help:
Check if journey types are active in Quality Settings
How To Use The CX Performance Report, read 2026-11-12.
How does EvaluAgent work with Feder?
- Connect EvaluAgent to Feder and it joins your Experience apps.
- When you connect EvaluAgent, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in EvaluAgent, one of your Experience apps. Feder only reads. It never changes anything in EvaluAgent.
What else goes wrong with these numbers?
- Why does an EvaluAgent Insights score differ from other reports?EvaluAgent
- Why did my EvaluAgent KPI report change for the same period?EvaluAgent
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the EvaluAgent help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.