When a rating is identified as a repeat of an earlier rating, the new rating will be kept and the earlier rating will be removed. This allows raters to change their rating if, for instance, a previously unhappy rater’s issue is resolved to their satisfaction.

What counts as a repeat rating?
A rating is considered to be a repeat of an earlier rating if:

• it originates from the same rating request as an earlier rating.
• it originates from the same ticket (supplied by your ticketing or CRM system) and is for the same team member as an earlier rating.
• it is given by the rater within a day of an earlier rating which doesn’t include a name, email and comment.

If a team member is getting ratings you suspect are fraudulent for any reason, you as the Account Administrator can delete them. To do this, simply select ‘Delete rating’ from the ‘More’ menu next to the rating in question (from the user’s ratings page or the ‘All Ratings’ page). In addition, the user’s scores, percentages, etc. will be reset taking this deleted rating into account.

Also, on these same pages, if any user gets more than 5 ratings from the same IP address in < 24 hours Hively indicates that with a red [!] warning symbol. This provides you an opportunity to verify these ratings. If they are not legitimate for any reason, the Account Administrator can delete them.