Change Score ↕️
Agent Scores 👩💻
🦄 Stylo Scores
Stylo Scores are represented as a score of 0-10. 0 denotes that the emotion is non-existent, whereas 10 is the most extreme example.
Frustration is defined as: The feeling of being upset or annoyed, especially because of the inability to change or achieve something. Within tickets, this can be communicated in many different ways from passive aggression to downright mean-spirited and explicit language.
Urgency is defined as: (of a state or situation) requiring immediate action or attention. Customers express urgency by communicating specific, near-term, and important deadlines.
Delight is defined as: To please (someone) greatly. Customers often express delight when the agent goes above and beyond or solves their problem effectively.
🔼 Peak Score
The Peak Score shows the maximum emotion communicated by the customer. The highest numerical number within the chain of replies within the ticket is the peak.
↕️ Change Score
The Change Score shows the change in emotion since the first customer message.
It is calculated by subtracting the first customer message from t. For example, if a customer wrote at a 3 in frustration, and the next message they replied at a 9 in frustration, the Frustration Change Score would be a 6.
🔼 ↕️ Peak Change Score
The Peak Change Score shows the maximum difference in emotion through the customer messages.
It is calculated by taking the last message score, and subtracting the first message score. For example, if a customer wrote in at a 3 in frustration, the next message they replied at a 9 in frustration, and then they replied at a 0 in frustration, the peak change score would be 6.
🔥 ➡️ 🕊️ De-Escalation Score
The De-Escalation score shows how much the agent was able to improve the customer's feelings since the beginning of the ticket.
It is calculated by subtracting the Frustration Change Score from the Delight Change Score. Note: This score is on a scale of -10 to 10. The higher the (positive) De-Escalation Score the better.
Score Field Types
Numerical scores exist as a decimal rounded to the nearest tenth. Numerical scores enable reporting within Zendesk, but are not able to be used in order to create triggers or automations.
☑️ Dropdown Field
Dropdown Fields (multi-select, single-select) represent the numerical scores, in dropdown format. Triggers and automations require the use of these dropdowns.
👩💻 Agent Scores
The default emotion scores only take into account the customer's emotions. Agent Scores denote that only the agent's emotions are being processed.