We are still working on creating this helpful documentation or guide. In the meantime if you require assistance please reach out to your account executive.

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AICSAT Override

When manually reviewing conversations, managers may sometimes disagree with the automated AICSAT scoring. In many cases, the system is more stringent in its assessment and may assign a lower score, even when the conversation was handled well. This could negatively impact your team’s AICSAT performance goals.

To address this, agents who are reviewing conversations can override the AICSAT score assigned by Chatform. They can do so by clicking on the applied score and selecting a new score, ranging from 1 to 10.