BetaUse CX and QA scores to analyze help desk tickets

Use Customer Experience (CX) and Quality Assurance (QA) scores together to understand both the customer’s experience and your team’s response quality. The CX score measures the outcome of the interaction based on detected signals, while the QA score evaluates how effectively your team handled the conversation.

Comparing CX and QA scores helps determine whether issues are driven by customer experience factors or rep performance: 

• Low CX + high QA: the issue is likely outside the rep’s control (e.g., product limitations, policies, delays).
• Low CX + low QA: the issue likely involves both the experience and how it was handled.

By combining both scores, you can identify whether issues are caused by process gaps, product limitations, or rep performance.

Use cases

Prioritize coaching vs. operational improvements

Use QA scores to identify coaching opportunities, and CX scores to highlight broader experience gaps.

• Use QA scores to improve tone, clarity, and empathy through coaching.
• Use CX scores to identify issues in workflows, routing, or product experience.

Example:
An ecommerce team receives low CX scores and low empathy QA scores. Managers provide targeted coaching on handling frustrated customers. If QA scores were high instead, the team would focus on fixing processes rather than coaching.

Identify and fix high-friction experiences

Use CX scores to detect friction points, then validate with QA scores whether reps are handling those situations effectively.

Example:
A SaaS company identifies low CX scores for onboarding tickets. QA scores show reps are clear and helpful, indicating the issue is product complexity. The team improves onboarding flows and documentation.

Improve customer agent performance

Use CX scores to measure how customers perceive interactions with the customer agent, and QA scores to evaluate response quality.

Example:
A company using a customer agent receives declining CX scores. QA analysis shows low clarity and empathy in responses. The team updates content sources, tone, and guidelines to improve performance.

Learn more about using QA scores and CX scores.