CX Score is now more actionable than ever

We’ve made significant updates to CX Score making it more transparent, more representative, and more actionable.

What's new:

• Expanded CX signals with transparent reasons:
  CX Score now evaluates more criteria, including user effort, agent answer quality, emotion, and product & policy feedback, and clearly shows the reasons behind each score.

• Clearer CX summaries:
  Every scored conversation now includes a more detailed summary explaining what happened and why it received its rating.
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• Broader scoring coverage:
  Short or low-context conversations now receive ratings, giving you a fuller, more representative view of customer experience.

This update helps teams focus on what matters—seeing the real drivers behind customer experience and taking the right actions sooner.