Summary
Learn how to exclude internal users or specific accounts from Accoil scores to maintain data accuracy.
How this helps
Keeps engagement scores relevant by filtering out internal activity, ensuring a more accurate representation of user behavior.
Why exclude users and accounts?
Internal users (your own team members) often appear as the most engaged users in Accoil. Excluding them ensures your engagement data reflects actual customer interactions.
Use exclusion settings to refine your engagement data and focus on meaningful user insights.
How to exclude a user
Navigate to the user’s profile page.
Click the Options button.
Select Exclude user.
A confirmation message will indicate that the user has been excluded.
Once excluded:
The user is removed from all engagement score calculations.
They no longer appear in lists or activity reports.
Their events are not counted in the Activity tab.
You can still find them using the global search bar.
Once you click the exclude icon, you will see a message indicating that that user has been excluded.
How to exclude an account
Excluding an account works the same way as excluding users:
Navigate to the account’s profile page.
Click the Exclude button.
All users from that account will be excluded from Accoil analytics.
This ensures all associated users and their activity are filtered out from engagement metrics.
