CSAT Prediction

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CSAT Score Overview

Introduction Customer satisfaction has always been crucial to the health and growth of a business – but in this age of social media, unhappy customers wield greater power than ever before. An angry tweet, blog post, or Facebook rant may go viral, causing irreversible damage to a brand. On the flip s

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CSAT Prediction

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CSAT Enablement

The Predicted CSAT Score feature is enabled for all partners by default, ensuring that you can benefit from its capabilities. However, if you find that the feature is not enabled for your specific partner account, you can reach out to your Success Manager.Before You Begin1. CSAT rating is predicated

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CSAT Prediction

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CSAT Prediction in Agent Console and Care Console

How does CSAT Prediction work in Care Console?Every time a new fan message gets associated with the case, the Predicted CSAT Rating is updated. In the given example, when the agent requested the customer's phone number or reservation code during the interaction, the Predicted CSAT Score was 50.

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CSAT Prediction

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Configure a Rule to Assign Cases Based on Predicted CSAT Rating

How you can leverage Rule Engine to auto-assign cases to expert agents based on predicted CSAT rating so that they can focus on the most relevant and critical cases.​​If the CSAT prediction of any message sent by a fan is below the expectations of your brand then that case can be automatically assig

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CSAT Prediction

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Reporting on CSAT Prediction

To track and analyze CSAT predictions, you can access reporting features that include the Predicted CSAT Score (Case) metric. By selecting this metric along with other relevant metrics like Case Count, you can generate comprehensive reports that provide insights into customer satisfaction levels.Lis

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CSAT Prediction

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FAQs on Predicted CSAT Rating

PleaseHow do I enable CSAT?​CSAT predictions are by default enabled for all partners and supported languages. If default CSAT custom fields are not getting populated or are not visible, please raise a support ticket at tickets@sprinklr.com.​How do I access CSAT?​CSAT is stored at the case level only

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CSAT Prediction

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