The operator dashboard displays the CSI (Customer Satisfaction Index) metric.
To display this metric on the dashboard, you need to set up a separate script that will run after the conversation with the operator ends.
In this article, you’ll learn how to set up such script.
¶ How It Works
Conversation ratings are not implemented through the Rating setting in the chat parameters, but rather by running a separate bot script after the operator has finished communicating with the customer.
If you do not disable dialog rating in the chat parameters, the bot will ask the customer twice to rate the service.
The operator ends the conversation with the customer.
The customer is automatically redirected to the rating script.
The bot asks the customer for a rating.
If the response is a number, the bot generates a result using the `csi` and `csiMax` variables.
The CSI metric is displayed in the agent’s dashboard.
¶ Preparatory Steps
- Go to the Bots section of your personal account.
- Open the desired script in the editor. If you don’t have a script, create a new one.
¶ Configuring the Script
- Add a Question block.
- Enter the question text:
Please rate the operator’s performance on a scale from 1 to 10, where 1 is very poor and 10 is excellent. - Add an Information block.
- Enter the text:
Please enter a rating between 1 and 10. - Draw an arrow of type Default from the Question block to the Information block.
- Drag an arrow from the Information block back to the Question block.
- Add a Result block.
- Drag an arrow of type Number from the Question block to the Result block.
- In the arrow’s settings, specify:
- Number value –
Between - Number, from –
0 - Number, to –
10 - Save answer – to the variable
score
- In the Result block, select the Custom result action type.
- Add the result variables:
- The
csiMaxfield with a value of10. - The
csifield with the value{score}.
- (Optional) Add an Information block with a farewell message, and draw an arrow from the Result block to it.
- Save the script.
¶ Connecting the Script to a Chat
- Go to the Chat Bots section.
- Select the chat to which you want to connect the CSI calculation script.
- Click on
. The chat settings page will open. - In the Switch to Bot after session completed by operator field, select the CSI calculation script you created earlier.
- Click Save.