CSAT collection is built into the system topic “End of Conversation” by default, but this time I wanted to test whether it could be collected from custom topics.
Implementation
First, open the system topic “End of Conversation”.
Open the code editor.
Find the “CSATQuestion” action and copy this action.
Next, open the code editor for the custom topic where you want to integrate CSAT, and paste the action you copied earlier.
When you exit the code editor, CSAT will be integrated into your custom topic.
That completes the implementation process.
Testing the Implementation
When you publish the agent to Teams and call the topic we just created, CSAT will be displayed like this. Here, I selected 1,
When you return to the agent building screen and open the [Analytics] tab, you’ll see the satisfaction score contains the value you just entered.
*It takes about 30 minutes to 1 hour for the data to be reflected in the Analytics tab.
“Outcome” and “CSAT (Satisfaction Score)” are Different
I commented out the conversationOutcome setting in the topic we created earlier,
Then called the topic again and this time selected 5.
The satisfaction score becomes an average of 3, but the new outcome shows as “Abandoned (session timeout)”.
From these results, we can see that responding to CSAT does not change the conversation outcome to “Resolved,” and if you want the conversation outcome to be “Resolved” or “Escalated,” you need to configure the conversationOutcome setting.
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