Hybrid CSAT score (%)

Term name

Hybrid CSAT score (%)

Purpose

Track the percentage of highly satisfied customers based on 4-5 star ratings on conversations where an agent and a teammate both replied.

Definition

Combined total of 4-5 star ratings from Customer and Smart CSAT reviews. Only includes conversations where an agent and a teammate both replied.

Location & attribution

• Agents report

  • Key metrics chart

  • CSAT score breakdown chart

  • Agents over time chart

  • Agent details table

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

FAQ

n/a