Engagement Score
This article explains the engagement score framework in Staircase AI, which measures customer interaction within your tier using a customizable rolling window. Customer engagement is measured across channels like email, chat, meetings, and tickets, with accounts categorized as green (above benchmark), yellow (at benchmark), or red (below benchmark) to highlight high engagement or potential risks.
Overview of the Staircase AI Engagement score framework and its significance in measuring customer interactions across various channels. Walk through the calculation process, using a customized rolling window period to benchmark engagement for different customer tiers. It's crucial to focus on accounts with green and red scores, as they indicate high engagement or potential risks.