CX Score: the full discussion

CX Score reads each closed ticket and returns a 0 to 100 value from the actual customer and rep messages, with an explanation that quotes the conversation back, plus new exclusion rules so spam and auto-closed tickets are skipped. Casey's case for it: a post-ticket survey mostly hears from people with something negative to say, while this scores every ticket. Chris counts two positive factors against twelve negative ones and says to load your own business context into the portal.