Quick one. Since we moved to a quarterly cadence, our CES has been all over the place. Is that a response routing config issue or are we reading it wrong?
Following. We're about to do the same thing for renewals at risk.
We hit this too. Scoping CES tracking to renewals at risk first made it manageable.
Have you tried routing it through Zendesk? Fixed the time-to-resolution gap for us.
Spent a week on this. The fix was tying auto-theming to the account owner field.
