CX Score

Understand how the CX Score measures conversation quality across five dimensions

The CX Score is a 0-100 quality metric that summarizes how well a conversation went. It combines scores from five dimensions — Resolution Quality, Response Coherence, Tone, Efficiency, and Customer Effort — into a single number you can track over time, filter by, and compare across agents.

How the Score Is Calculated

Each conversation is scored on five dimensions (0-100 each). The overall CX Score is the weighted average:

Dimension	Default Weight	What It Measures
Resolution Quality	25%	Did the agent address the user’s request?
Response Coherence	20%	Were responses consistent and contradiction-free?
Tone	20%	Did the tone match the agent’s configured guidelines?
Efficiency	20%	Was the conversation handled without unnecessary back-and-forth?
Customer Effort	15%	How easy was it for the user to get their answer?

Example: If a conversation scores Resolution Quality: 85, Response Coherence: 90, Tone: 75, Efficiency: 80, Customer Effort: 70, the CX Score is (85×0.25 + 90×0.20 + 75×0.20 + 80×0.20 + 70×0.15) = 81.

Weights are configurable in the Thread Evaluator settings. Adjust them to reflect what matters most for your use case — for example, increase Resolution Quality for support agents or Tone & Empathy for customer-facing agents.

Weight changes apply to new evaluations only. Historical scores are not recalculated.

Dimension Details

Resolution Quality (Default: 25%)

Did the agent fully address the user’s request within its capabilities?

Score	Criteria
90-100	Completely resolved with a thorough answer
70-89	Mostly resolved, minor gaps
50-69	Partially resolved, some questions remain
30-49	Attempted but failed to resolve the core issue
0-29	Did not address the user’s actual request

Response Coherence (Default: 20%)

Were responses accurate, consistent, and free of contradictions?

Score	Criteria
90-100	No contradictions, all responses logically sound
70-89	Minor inconsistencies that don’t confuse the user
50-69	Some contradictions or confusing statements
30-49	Clear contradictions between responses
0-29	Responses contradict each other or are nonsensical

The evaluator does not have access to the agent’s knowledge base, so it cannot verify factual accuracy against your documents. This dimension focuses on logical consistency within the conversation.

Tone (Default: 20%)

Did the tone match the agent’s configured guidelines?

Score	Criteria
90-100	Matched the tone specified in agent instructions
70-89	Generally aligned, minor deviations
50-69	Partially aligned, some inconsistencies
30-49	Noticeably misaligned with expected tone
0-29	Completely ignored or contradicted tone guidelines

Efficiency (Default: 20%)

Was the conversation handled without unnecessary exchanges?

Score	Criteria
90-100	Resolved in minimum necessary exchanges
70-89	Efficient with minor redundancy
50-69	Some unnecessary back-and-forth
30-49	Significant inefficiency
0-29	Extremely prolonged or circular conversation

Customer Effort (Default: 15%)

How easy was it for the user to get their answer?

Score	Criteria
90-100	Effortless experience, user guided smoothly
70-89	Low effort, minor friction points
50-69	Moderate effort required
30-49	High effort, user had to work hard
0-29	Extremely difficult, user struggled throughout

Interpreting Scores

Range	Rating	What to Do
90-100	Exceptional	Use as a training example
80-89	Good	Meets quality standards
70-79	Acceptable	Minor improvements possible
60-69	Needs Work	Review conversations in this range for patterns
50-59	Below Standard	Investigate root cause — check dimension breakdown
Below 50	Critical	Immediate attention required

Conversations below the minimum validation score (default: 70) or with any dimension below its threshold (default: 50) are automatically flagged for review. Configure thresholds in the Thread Evaluator settings.

Where CX Scores Appear

Evaluation Dashboard Tab

The Evaluation tab on the Dashboard shows:

• CX Score gauge with overall average
• Dimension averages as progress bars
• Score distribution (Poor / Needs Improvement / Good)
• CX Score trend over time
• CX Score by agent comparison

Conversation Sidebar

When viewing a conversation in Chat History, the sidebar shows the CX Score gauge and dimension breakdown. Click Run Evaluation to score a conversation manually.

Filtering by CX Score

In Chat History, use the CX Score Range filter to find conversations by score range (Poor 0-49, Needs Improvement 50-79, Good 80-100). A CX Dimension Filter section lets you set per-dimension thresholds — for example, Customer Effort < 50 and Efficiency ≥ 70.

CX Score Distribution

View how scores are distributed across conversations:

0-49:   ████ 15%
50-79:  ████████████ 45%
80-100: ██████████ 40%

CX Score Trends

Track average scores over time:

• Daily averages
• Weekly trends
• Monthly comparisons
• Before/after improvement initiatives

CX Score by Agent

Compare performance across agents:

Agent	Avg Score	Conversations	Trend
Support Agent	82	1,234	↑ +3
Sales Agent	78	567	→ 0
Technical Agent	85	890	↑ +5

Dimension Analysis

Identify which dimensions need attention:

Resolution Quality:  ████████████████████ 82
Response Coherence:  ██████████████████████ 88
Tone:                ████████████████ 72
Efficiency:          ██████████████████ 78
Customer Effort:     █████████████████ 75

In this example, Tone needs improvement.

---

Filtering by CX Score

Overall CX Score Filter

In Chat History, filter conversations by their overall CX score using the CX Score Range filter in the secondary filters panel. Choose from predefined ranges (Poor, Needs Improvement, Good) or use dimension-level filters for finer control.

Dimension Score Filters

A dedicated CX Dimension Filter section lets you set thresholds for each of the five dimensions:

• Choose < (less than) or ≥ (greater than or equal) for each dimension
• Enter a score between 0 and 100
• Combine multiple dimension filters to narrow results (e.g., Customer Effort < 50 and Efficiency ≥ 70)

Only dimensions with a score value entered are applied as filters. Toggle the operator at any time — the filter updates immediately.

Exporting CX Score Data

When exporting conversations from Chat History, CX score details are included automatically. The export contains:

• Overall CX score
• Individual dimension scores (Resolution Quality, Response Coherence, Tone, Efficiency, Customer Effort)

This allows you to analyze CX scores in external tools like spreadsheets or BI dashboards.

---

Using CX Score Data

Find training needs: Filter Chat History by low dimension scores, read 5-10 conversations, and look for patterns. If Resolution Quality is consistently low, check for knowledge gaps. If Tone is low, review the agent’s tone instructions.

Compare agents: The Evaluation tab’s CX Score by Agent chart shows which agents score highest and lowest. Investigate what top performers do differently — it may be their instructions, knowledge sources, or tool configuration.

Track improvements: After making a change (updating knowledge, editing instructions, adjusting tools), watch the CX Score trend chart over the following week to confirm the metric moves in the right direction.

Troubleshooting

Scores seem too high or too low

Review dimension weights in Thread Evaluator settings. If weights don’t match your priorities, the overall score may not reflect perceived quality. Also check custom instructions — vague guidelines produce inconsistent evaluations.

One dimension consistently low

Investigate the root cause for that specific dimension. Low Resolution Quality often means missing documentation. Low Tone may indicate the agent’s tone instructions need updating. Low Efficiency could mean the agent asks too many clarifying questions.

Scores vary widely day to day

Check if conversation complexity varies by day (e.g., more technical questions on weekdays). With small sample sizes, individual outliers have a big impact. Filter out outliers for trend analysis and focus on weekly averages rather than daily.

Related Features

• Thread Evaluator - Configure evaluation settings, weights, and thresholds
• Evaluation Dashboard - View CX Score charts and trends
• Conversations - Filter and export conversations by CX Score
• Diagnose Quality Issues - Step-by-step guide to investigating low scores