| What is attention score? |
- Need attention score is a score that determines the attention needed from the case owner on a particular case.
- Need attention score scale range is between 0 and 100, with breaks at 40, 60 and 80 points, to maximize the user’s focus needed to address a specific case. The higher the score, the more attention is needed.
- The initial need attention score on a case (aka default score) is defined based on the case’s initial priority and ranges between 28 and 40.
- Need attention score scale explained in the SupportLogic app:
Contributing FactorsMain factors
- Comment Activity Channel - determined by the number of inbound comments minus outbound comments and a quarter of case notes comments.
- Support Sentiment - reacts to the following detected signals: Lack of Progress, Not Helpful, Helpful, Good Information, Fast Response and Positive.
- Comment Activity Channel - determined by the number of inbound comments minus outbound comments and a quarter of case notes comments.
- Additional factors
- Customer waiting channel - reacts to detected signals, Impatience, Follow-up Request, Fast Response.
- Urgency Channel - reacts to the detected Urgency signal.
- Account Channel - reacts to a detected Competitive Threat/Churn risk.
- Case Status Channel - reacts to Case Closure Requests.
- Escalation Request Channel - reacts to detected Escalation Requests.
- Participant Channel - updates score based on the number of participants.
- Problem Impact Channel - reacts to a detected critical issue and production issue signals.
- Base Sentiment - reacts to the following detected signals: Confusion, Frustration, Impatience, Negative and Positive.
- Customer waiting channel - reacts to detected signals, Impatience, Follow-up Request, Fast Response.
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