EX Score
Description
The EX Score is an AI-generated rating of the employee experience during the 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.. The rating is either positive, neutral, or negative. Available when licensed for the CX/EX Scoring Bot.
The system displays one of the following icons to classify each interaction:
-
Positive -
Neutral -
Negative
If an interaction does not have an EX Score classification, then the CX/EX Scoring Bot did not evaluate the interaction.
Field information
From the list, select the relevant score.
Valid characters
N/A
Wildcard usage
N/A
Indexed
It is an indexed field, meaning that performing a search based on this field improves the search performance.