If your Helpdesk is not yet pre-integrated with Cx MOMENTS, you can still analyze your customer interactions by uploading them into Cx MOMENTS as a CSV file.
New customers can load this file by signing up for a new trial here. Existing customers or trials can load it by selecting "Add data source" from their existing Cx MOMENTS portal.
Below is the description of how this CSV file needs to be structured:
File format: CSV format, or "Comma Separated Values"
CSV File size: up to 9,000 rows for the initial trial import. Larger files can be used in production.
First row: must contain the field names, such as “Ticket description”, “Timestamp”, “agent name”, etc.
Mandatory fields: 2 fields are mandatory for the csv import to be useable in Cx MOMENTS: Timestamp and Free text content
Timestamp: this is the date & time applied by your Helpdesk at the creation of the ticket or chat. Preferred format is YYYY-MM-DD but others are acceptable. If in doubt, check this with us before uploading.
Free Text content: this is the text that Cx MOMENTS AI will analyse, for example: LiveChat transcripts, Support Ticket description, or Case notes.
Optional fields:
Satisfaction ratings: One of the csv fields can include the Satisfaction ratings for each ticket or chat.
Other optional fields: Other optional fields can be loaded and will become very useful when you filter and navigate your dataset in Cx MOMENTS. They generally come from Helpdesk fields that have a set of pre-defined values, such as a these:
. Agent Group
. Agent names
. Ticket status
. Channels
. And many more