Why does an EvaluAgent Insights score differ from other reports?
The EvaluAgent help pages give 4 common reasons. The first to rule out: Insights groups results by quarter unless another interval is chosen, so it can differ from a report covering a week or a month.
What causes it?
Insights groups results by quarter unless another interval is chosen, so it can differ from a report covering a week or a month.
In the EvaluAgent help:
Interval period: Weekly, monthly, quarterly, half yearly, annually (defaults to quarterly)
How To Use The Insights Report, read 2026-11-12.Dating evaluations by completion or by contact can put the same evaluation in different periods.
In the EvaluAgent help:
Date field: Published date (when evaluations were completed) or Contact date (when the contact took place)
How To Use The Insights Report, read 2026-11-12.If only some evaluation modes are selected, the score covers fewer evaluations than a report that includes them all.
In the EvaluAgent help:
Evaluation modes: Limit data to selected evaluation modes
How To Use The Insights Report, read 2026-11-12.Ranking by improvement rather than by score can put an agent in a different place on the leaderboard.
In the EvaluAgent help:
Rank by: Performance (highest to lowest scoring) or Improvement (most improved to least improved)
How To Use The Insights Report, read 2026-11-12.
How do I check it myself?
Check which scorecards are selected, and match them to the report you are comparing with.
In the EvaluAgent help:
Scorecards: Limit data to selected scorecards
How To Use The Insights Report, read 2026-11-12.Check the contact channels selected, since leaving one out changes which conversations are scored.
In the EvaluAgent help:
Contact channels: Limit data to selected contact channels
How To Use The Insights Report, read 2026-11-12.Look at one team at a time to see whether a single team moved the figures.
In the EvaluAgent help:
You can also limit which agents you see by changing to the Team view and selecting a single team.
How To Use The Insights 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 are cases missing from my EvaluAgent customer experience scores?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.