Quality scores and test chats
Score closed conversations from the customer's point of view, and keep test chats out of your reports.
Quality scoring rates each closed conversation from 1 to 5, as the customer likely experienced it. It shows which topics leave customers unhappy.
Turn it on
- Go to Reports › Quality.
- Turn on scoring.
Scoring needs an AI key in Settings › Business and uses one AI call per closed conversation. When you turn it on, SI Desk scores the last 30 days. After that, it scores each conversation when it closes.
Read the report
- Average is the average score in the range. Scores shows how many conversations got each score.
- Topics, most low scores first groups conversations by topic. It shows each topic's average, how many scored 1 or 2, and the most common problem.
- Lowest scores lists the conversations that scored 1 or 2, with a summary of each.
Each score has a reason: Resolved well, Slow response, Customer had to work for it, Not resolved, Wrong or unhelpful answer, Product problem or Unhappy with the product.
Test chats
A test chat is a conversation you started to try SI Desk, not a real customer. Test chats are left out of quality scores, assistant suggestions and assistant tests.
SI Desk treats a conversation as a test chat when the customer's email belongs to a teammate in your business. To change it, choose Mark as test chat or Not a test chat in the conversation's menu. A test chat shows a Test chat tag at the top.