We would love to see CX Score available for phone conversations, not just chat and email.
Current Limitation
Today, CX Score is only available for chat and email conversations. Even when a full transcription exists, phone calls are excluded from CX Score, Insights, and Reporting.
Why This Matters
Phone conversations are a critical part of our customer experience and often involve the most complex or sensitive cases. Not being able to measure CX Score for voice creates a gap in our CX reporting and makes it harder to compare quality across channels.
Proposed Improvement
Enable CX Score calculation for phone conversations when a full transcription is available. This would allow:
- Consistent CX measurement across chat, email, and phone
- Better use of existing transcriptions
- More complete Insights and Reporting for teams that rely heavily on phone support
Value
This feature would significantly improve cross-channel CX analysis, and help identify coaching opportunities for phone support.