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Gainsight Inc.

General Configuration Settings

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This article outlines the preferences that admins can configure in the General Configuration settings of Staircase AI.

This article outlines the preferences that admins can configure in the General Configuration settings of Staircase AI. 

Overview

Staircase AI provides several configuration settings that allow admins to tailor system behavior, reporting, and organizational security needs. These settings define how data is displayed, how users interact with the platform, and how account-level metrics are calculated. Each setting includes a clear purpose and its effect on users or reporting outcomes.

General config settings page

The following table summarizes key configuration settings available in the General tab:

Setting Purpose Effect
SLAs Define a target service-level agreement (SLA) for how quickly your team should respond (example, 10 hrs, 12 hrs, 24 hrs). Displays an SLA line on response-time graphs across all accounts in Staircase AI to help visually assess whether response goals are met.
Revenue period basis Choose whether your revenue numbers shared with Staircase AI are reported as Annual Recurring Revenue (ARR) or Monthly Recurring Revenue (MRR). Impacts accuracy of Team Efficiency reports and any other metrics/reports that depend on revenue timeframes.
Consider tickets when calculating sentiment and response time Control whether ticket data is included in sentiment and response time scores. Gainsight recommends enabling this for support-heavy organizations. When enabled, this provides a more accurate reflection of customer interactions, for support-focused organizations. Deactivating it excludes ticket data from the sentiment and response times scores.
Averaging strategy for parent–child aggregation

Specifies how numeric properties of child accounts are aggregated at the parent account level. You can choose one of the following strategies:

  • Simple average – Each child account contributes equally to the calculation, regardless of size or revenue.
  • Revenue-weighted average – Child accounts contribute proportionally based on revenue, giving greater influence to higher-revenue accounts.
 The selected averaging strategy determines how parent account metrics are calculated from child accounts.
Automated Email Detection

Set how the system identifies automated emails so that metrics reflect genuine human interactions.

Service address detection – Marks an email as automated if it originates from a common service address (for example, notifications@, no-reply@, support@).

Service address + content analysis – Uses service address detection and also analyzes email content for repetitive patterns.

Service address detection provides a straightforward way to filter out obvious automated messages.

Service address + content analysis –Increases accuracy by catching more automated emails, but may occasionally misclassify human copy-paste messages as automated.