*This page is accessible by Zendesk admins only*

What is Score Management?

The Score Management page in your Stylo Scores settings allows you:

1) Control the priority threshold(s) for the Frustration and Urgency scores provided by Stylo
2) Manage various fields added to Zendesk by Stylo Scores
3) View ticket distribution for Frustration and Urgency over the last 30 days

How can I use Score Management?

By adjusting the priority thresholds (Low, Medium, High, Critical ) for Frustration and Urgency, you can fine-tune Stylo Scores so that logic in Zendesk, like a trigger or a view, fires when you want it to, and not when you don't.

For instance, you may create a trigger or view in Zendesk for tickets which reach the High or Critical level of Frustration. If you find that Stylo Scores is not sensitive enough to perceived Frustration, you can lower the High and/or Critical thresholds, ensuring that tickets fire the trigger, or are placed in the view, according to your needs.

The opposite is true as well. Let's say you have a trigger in Zendesk which is sending a notification to Slack based on a Stylo Score. Maybe you want this trigger to fire when a ticket reaches Critical Urgency, but it's firing more often than you'd like. If you find that Stylo Scores is too sensitive to a perceived emotion, you can raise the priority threshold, ensuring that only the most urgent tickets result in this notification to Slack.

If there's anything that stuck out to you here, or you have additional questions, feel free to reach out to us or schedule a call with our team and we'll be happy to chat!