CX Score
Description
The CX Score is an AI-generated value that quantifies the customer experience on an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. using a score from 0.00 to 10.00. A higher score indicates a more positive customer experience. Available when licensed for the CX/EX Scoring Bot.
For each numeric score shown, the system also displays an icon that corresponds to where the score falls within the possible range of the CX Score:
-
8.00–10.00: High -
3.00–7.99: Medium -
0.00–2.99: Low
If an interaction does not have an CX Score, then the CX/EX Scoring Bot did not evaluate the interaction.
Field information
From the list, select the relevant operator and type the relevant value.
Valid characters
Value can be a positive whole number in the range of 0 to 10, with up to 2 digits after the decimal point.
Wildcard usage
N/A
Indexed
It is an indexed field, meaning that performing a search based on this field improves the search performance.