We'd like to be able to have a rule that sets a score ONLY IF the existing score was not set manually by a CSM. For example, we want NPS to control the Sentiment component of our scorecard. However, if a user manually changes the score AFTER the NPS is submitted, we DO NOT want NPS to overwrite this score, unless a new NPS is submitted. Basically, if we have both an NPS and a manual score, whichever was set later in time should control.
Our first idea was to have the rule that sets the score based on NPS run only for surveys submitted yesterday. This mostly solves the above problem in that the NPS will only be used to set the score once, and thus will not overwrite subsequently-submitted scores. However, we also have other higher-priority conditions/rules that can set this component to red; when these conditions end, we want the score to go back to the NPS. But this means we have to set up our NPS rules to look for responses received prior to yesterday (say, the last 180 days) and that leads to manually-set scores from within that time period being overwritten.
What I would like to be able to do is to have two NPS rules: one that runs for responses received yesterday (or anytime after the last manual score was set, if possible) and overwrites manually-set scores, and a second one that runs for responses received in the last 180 days (or anytime prior to when the last manual score was set) but does NOT overwrite manually-set scores. I could run these two to make sure all scores are set based on either manual input or NPS, then run my other-condition rules that supersede these two.
Thanks.
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