Any negative rating that an agent receives from a customer can be corrected and overturned by a Team Lead or any team member that has been assigned this permission.
If an agent's negative rating for a ticket is overturned this means that their NRR score will be 0% for this particular ticket.
Here is a step by step on how to correct a negative customer rating:
1. Click the purple tick icon next to your Negative Reply Rate (NRR) in your Scorecard.
2. A window will pop up with the negative rating conversation. Simply click 'In' or 'Out' on the slider in the bottom right corner.
In = you accept that this negative rating is valid
Out= you would like to overturn this negative rating