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CSAT

Modified on Thu, 07 Sep 2023 at 07:14 AM

Customer Satisfaction (CSAT) is arguably the most commonly used KPI in the CS/CX industry. 



The CSAT scores that we display within ElevateSX are directly pulled from your CRM to ensure that you have a complete picture of the case when you are conducting your audits. 



This is then displayed in:

  • Dashboards - To track overall and team/agent level metrics, apart from granular ticket level scores.


  • Ticket Detail page - For all tickets that have a score, you will find this displayed within the page, with all the other ticket scores.


  • Tickets of Interest (Recommended) - We can create a board within the Tickets of Interest page, to keep a track of all, say "Low CSAT" tickets.


  • Filters - Within the Search, Dashboards and Tickets of Interest pages you will have a CSAT filter to make your view more specific


  • Assignment Filters - Within the Create Assignment forms, the bottom-most section is 'Filters'. The CSAT filter will help you quickly audit and assign tickets to audit that specifically have a CSAT score (or range) that is of interest to you.


If you've recently started using this metric and want to get this added on to your ESX application, please contact us. 

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