How can I view the individual signals behind a CX score? | Community
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I’ve learned from Intercom’s documentation that CX scores are calculated using three signals: Customer sentiment, Resolution status, and Service quality.

When I want to understand why a conversation has a certain CX score, the single blended number doesn’t always give enough detail. For example, was it customer sentiment that drove the score down, or did resolution status carry more weight?

Is there a way to see the score for each of the three signals individually, rather than just the overall CX score? Having visibility into the individual components would really help in analyzing conversations more deeply and understanding what’s driving the overall CX score.

Hi ​@Jeswin ! Ebenezer here from Engineering Support👋.

You’re right that CX Score is calculated from three signals customer sentiment, resolution status, and service quality but today it’s exposed as a single composite rating per conversation. There isn’t a way to view separate numeric scores or weights for each signal in the product or API. Instead, you get an overall 1–5 rating plus an AI-generated explanation that describes what drove the score. This means you can see the “why,” but not a per-signal breakdown or weighting.

 

Thank you for the answer ​@Ebenezer.Laleye! So I guess the closest we can get to identifying the three signals would be to ‘deduce’ it from the AI-generated explanation ourselves?

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