Growth · Part of CSAT
Score computation and snapshots
Score computation and snapshots turns raw survey responses into trended CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.), NPS (Net Promoter Score: how likely a customer is to recommend the brand.), and CES scores. A background worker rolls responses up over moving windows, scoped per tenant, agent, LOB (Line of Business: a distinct client program or queue within an operation.), and client, tracks response rate, and suppresses any score that does not yet have enough responses to be meaningful. Those snapshots feed the Performance Hub composite score, so CSAT sits in the same performance picture as the rest of the platform.
For the operator
The worker recomputes CSAT, NPS, and CES on a rolling window, so an analyst opening the dashboard sees scores that move with the latest responses rather than a frozen point-in-time number. Each score is broken out per agent, per LOB, and per client, so you can compare one program against another without exporting anything. Response rate travels alongside every score, so you know how many customers actually answered before you read the number. Small samples stay suppressed until they cross the threshold, which keeps a single stray response from producing a misleading 20 or 100. Because the snapshots feed Performance Hub, the CSAT you see here is the same value that flows into an agent's composite score.
Business impact
Per-agent, per-LOB, and per-client scoping means every CSAT, NPS, and CES number is attributable to the program that earned it, so you can defend each client's satisfaction figure with the exact responses behind it. Response-rate tracking lets you show a client how representative a score is, not just the headline number. Small-sample suppression protects you from coaching an agent or reporting to a client on a figure built from two responses. Feeding Performance Hub means CSAT weighs into the same composite that drives coaching and recognition, so quality and satisfaction stay in one view. And because it is native to the platform, you are not paying for or reconciling a separate CX survey tool per client.