As of now there are limited attributes to define the conversation prioritization as per https://www.intercom.com/help/en/articles/6553774-balanced-assignment-deep-dive.
CX score is a reporting metric that can’t be use as a sorting attribute.
Already tried creating/using new CvDAs too but can’t be added to the sorting attributes.
Being able to customize our own sorting attributes will allow us to revamp our conversation sorting to prioritize customers based on CX score and ticket count.