The CX Score Leaderboard ranks locations, devices, groups or staff based on their CX score. This can help you determine under-performing locations or groups (such as a geographical region).
The context of the leaderboard can be changed using the toggle in the top right of the header. There are two possible values, Locations or Staff. By default, Locations is selected and will display locations, devices and/or groups. Selecting Staff will display a CX Score for a staff member.
The Staff toggle will only be active if the staff screen is being presented to customers for them to select a specific staff member.
When viewing the CX Score Leaderboard in the context of Staff, it's important to realise that the CX may not directly correlate to the staff member. Typically, the Experience (Smileys) screen asks the customer how their overall experience was, not how their experience was for a specific staff member. Given this, there is no direct correlation between a staff member and the CX/smiley selected and aggregated against that staff member.
If you have any questions regarding this feature, our friendly team at [email protected] are ready to help!