Teammate CSAT score (%)

Term name

Teammate 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 all replies were sent by teammates.

Definition

Combined total of 4-5 star ratings from customer and Smart CSAT reviews. Only includes conversations where all outbound replies were sent by teammates.

Location & attribution

• Autopilot report

  • Key metrics chart

  • Autopilot over time graph

  • Autopilot by topic table

FAQ

n/a