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Moved time-to-resolution with CES tracking — here's our setup

ned_carr_ed0c7

We measured CSAT before and after turning on session replay. The result surprised us. Anyone seen the same?

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liam_mehta_2f29f

Same setup here. In our case it came down to CES tracking being too broad.

theo_pratt_5fcbf

Have you tried routing it through Microsoft Teams? Fixed the churn gap for us.

kiran_pace_ca8ab

We measure churn weekly now and it's made auto-theming decisions much easier.

wade_pace_9c699

We hit this too. Scoping auto-theming to enterprise accounts first made it manageable.

marcus_calvi_538b7

+1. The Segment step is where ours kept breaking.

lena_trin_df78b

Curious what cadence you landed on. We over-asked and CSAT tanked.