Trying to get journey mapping right for renewals at risk. The defaults don't quite fit. What did you change?
Worth checking your CES window. Ours was skewed until we narrowed it.
Have you tried routing it through Microsoft Teams? Fixed the response rate gap for us.
Have you tried routing it through Zapier? Fixed the CSAT gap for us.
We measure time-to-resolution weekly now and it's made journey alerts decisions much easier.