CSAT

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