Advanced search: Interaction Metrics

Use the Interaction Metrics tab to find interactions using the Customer Experience (CX) and the Employee Experience (EX) scores. CX and EX are AI-generated values from the CX/EX Scoring Bot. Use the scores to gauge the efficiency and effectiveness of employees for each interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element.. Available when licensed for the CX/EX Scoring Bot.

Item	Description
CX Score	Search for interactions based on the Customer Experience (CX) score assigned by the CX/EX Scoring Bot. The CX Score is an AI-generated value that quantifies the customer experience on an interaction using a score from 0.00 to 10.00. A higher score indicates a more positive customer experience. Select one of the following comparison operators: Less than Between More than After selecting a comparison operator, enter a specific CX Score value or values for the search. Use a value from 0.00 to 10.00. For the Between operator, provide minimum and maximum values.
EX Score	Search for interactions according to the Employee Experience (EX) score assigned by the CX/EX Scoring Bot. The EX Score is an AI-generated rating of the employee experience during the interaction. The rating is either positive, neutral, or negative. Select one or more values from the following ratings: Positive Neutral Negative

Item

Description

CX Score

Search for interactions based on the Customer Experience (CX) score assigned by the CX/EX Scoring Bot.

The CX Score is an AI-generated value that quantifies the customer experience on an interaction using a score from 0.00 to 10.00. A higher score indicates a more positive customer experience.

Select one of the following comparison operators:

Less than
Between
More than

After selecting a comparison operator, enter a specific CX Score value or values for the search.

Use a value from 0.00 to 10.00.
For the Between operator, provide minimum and maximum values.

EX Score

Search for interactions according to the Employee Experience (EX) score assigned by the CX/EX Scoring Bot.

The EX Score is an AI-generated rating of the employee experience during the interaction. The rating is either positive, neutral, or negative. Select one or more values from the following ratings:

Positive
Neutral
Negative