Updating Low Customer Sentiment Scores

Question

Is there a way to train or edit customer sentiment within CX Scores assigned to a conversation? For example, I reviewed a low CX Score conversation and it was determined the customer was frustrated, but that was not the case when reading the customer's response. Any tips to reduce the number of low customer sentiment scores?

Gerald Prado · Accepted Answer

I would double check your report view just to be sure.From the standard dashboard when you see CX score and click Drill in it pulls up CX Score rating = 4,5. Update this filter to include the lower scores in your drill down to ‘has any value’ .Additionally, the CX score summary should help with some understanding as to why the customer scored that way.Hope this helps!

Katie L · Answer

Thanks Gerald! I found out after I posted this that I didn’t have the permissions to view the area where customer sentiment is listed. Appreciate your response!

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