Customizable CX Score Criteria

With the release of the CX Score, we’ve noticed some instances where conversations received a 5 rating, despite having received a negative CSAT survey, and other conversations where CX score is rated low, but overall, it was a positive interaction. It would be great to have a way to customize CX score according to our business / understanding of customer sentiment. Even just being able to toggle criteria on and off, e.g. we do think CSAT surveys should be taken into account for CX score, just with a smaller weight