Why would an Admin enable Satisfaction Prediction Scores?

Enabling Satisfaction Prediction Scores allows administrators to identify at-risk tickets ahead of time, which is crucial for proactive customer service management. These scores leverage historical data and machine learning to predict customer satisfaction outcomes based on various ticket attributes and interactions. By identifying tickets that are likely to generate low satisfaction, agents can prioritize their efforts and engage with customers early, addressing issues before they escalate. This predictive capability enables more effective resolution strategies and better overall service quality, ultimately enhancing the customer experience.

The other options, while relevant to customer service, do not specifically address the unique capability of satisfaction scores. Enhancing agent performance focuses on training and development rather than predictive analytics. Improving ticket response time relates more to workflow efficiency than to satisfaction scores. Analyzing customer trends can provide insights but does not directly involve the proactive risk identification that satisfaction prediction offers.