Diagnose Quality Issues

Find and fix the root cause when your CX Score drops or escalation rates rise

Your CX Score has dropped, escalation rates are climbing, or negative feedback is increasing. This guide takes you from symptom to root cause to fix.

Prerequisites

• Admin or Account Manager access
• Thread Evaluator enabled with at least a few days of scored conversations

1. Identify the Problem Area

   Open the Dashboard and check the Overview tab. Look at the four key metrics:

   • Escalation Rate rising — the agent can’t handle certain questions
   • Positive Evaluation Rate dropping — response quality has declined
   • Thread count spiking — a new topic may be overwhelming the agent

   Next, switch to the Evaluation tab and check the CX Score dimension averages. The lowest dimension tells you where to focus:

   Low Dimension	Likely Cause
   Resolution Quality	Knowledge gaps — the agent doesn’t have the information to answer
   Response Accuracy	Conflicting content in the knowledge base, or hallucinated answers
   Tone & Empathy	Agent instructions don’t specify tone clearly, or tone guidelines conflict
   Efficiency	Agent asks too many clarifying questions or repeats itself
   Customer Effort	Users have to rephrase questions or navigate complex flows

2. Find the Conversations

   Go to Chat History in the sidebar and filter to isolate the problematic conversations:

   1. Set CX Score Range to Poor (0-49) or Needs Improvement (50-79)
   2. If a specific dimension is low, use the CX Dimension Filter — for example, set Resolution Quality < 50
   3. Set the date range to match the period where you noticed the decline
3. Read and Identify Patterns

   Open 5-10 of the filtered conversations. For each one, note:

   • What the user asked — is there a common topic?
   • What the agent answered — was the answer wrong, incomplete, or off-topic?
   • Where it went wrong — did the agent retrieve the wrong document? Did it hallucinate? Did it fail to use a tool?

   Look for repeating patterns. A single bad conversation is an outlier; the same failure across multiple conversations is a systemic issue.

4. Fix the Root Cause

   Based on the patterns you found:

   Pattern	Fix
   Agent gives wrong information on a specific topic	Update or correct the relevant knowledge base documents
   Agent can’t find relevant content	Add new documentation covering the missing topic
   Agent retrieves the wrong document	Improve document titles, tags, or content to help retrieval
   Agent tone is inconsistent	Add explicit tone guidelines to the agent’s instructions
   Agent asks too many questions before answering	Adjust instructions to attempt an answer before asking clarifying questions
   Agent doesn’t use available tools	Check tool descriptions and update them so the agent knows when to use each tool

5. Verify the Fix

   After making changes:

   1. Run Simulation Testing with test cases that match the problem scenarios
   2. Monitor the CX Score trend on the Evaluation tab over the next few days
   3. Re-filter Chat History by the same criteria to confirm new conversations score higher

Related Features

• CX Score - How scores are calculated and what each dimension measures
• Thread Evaluator - Configure evaluation settings and thresholds
• Evaluation Dashboard - View CX Score charts and dimension averages
• Conversations - Filter conversations by CX Score and dimensions