Use to explain why a CX metric moved between two periods — QA score, CSAT, SLA attainment, containment, AHT — separating a genuine change in performance from a change in what got measured. Trigger for "why did our QA score drop", "what's driving the increase", "our score fell from the 90s to the low
Use to explain why a CX metric moved between two periods — QA score, CSAT, SLA attainment, containment, AHT — separating a genuine change in performance from a change in what got measured. Trigger for "why did our QA score drop", "what's driving the increase", "our score fell from the 90s to the low 80s, why", "key drivers behind this trend", "why has the critical error rate fallen this week", or