Teammate-only CSAT score (%)

Term name

Teammate-only CSAT score (%)

Purpose

Track the percentage of highly satisfied customers based on 4-5 star ratings from customer and Smart CSAT reviews on conversations where only teammates replied.

Definition

Combined total of 4-5 star ratings from customer and Smart CSAT reviews. Only includes conversations where a teammate replied and no agent replied.

Location & attribution

• Agents report

  • Key metrics chart

  • CSAT score breakdown chart

  • Agents over time chart

• Autopilot report

  • Key metrics chart

  • Autopilot over time graph

  • Autopilot by topic table

• Custom report

  • Line chart

  • Key metrics chart

FAQ

• “Teammate-only CSAT score” replaced the “Teammate CSAT score” metric from legacy Autopilot.