Qualtrics Integration

Learn how to use the Maestro <> Qualtrics Integration

Matt avatar
Written by Matt
Updated over a week ago

Use our Qualtrics integration to quickly pull your CSAT and/or CES data into Maestro. Integrating Qualtrics allows your team to:

  • Surface Customer Effort Scores (CES) and Customer Satisfaction Scores (CSAT) at the ticket level

  • Quickly identify relevant tickets and add them to Coaching sessions to discuss with Agents

  • View trends on CSAT and CES performance in Maestro

How to Enable Qualtrics Integration

  1. In the settings menu at the top-right corner of the screen, select “Integrations”. On the integrations page, select the “Qualtrics” card.

  2. Enter your Qualtrics API key, and select the survey where your CSAT data is stored, as well as the fields for rating (CSAT Score) and comment (Text Comment). It will take 1-2 hours for data to appear in Maestro

  3. Navigate to ‘Other Settings’ from the settings menu

    1. Find the ‘CSAT Date Field’ setting. Here, you can select the date you want the CSAT score to be associated with.

    2. Find the ‘CSAT Association’ setting. Here, select the rule you want to determine which agent is associated with the CSAT score in Maestro.

    3. Find the ‘CSAT Rating Scale’ setting. Here, select the rating scale that matches what you use in Qualtrics

    4. Check the box for ‘Show CES scores in Coaching’ if you’re pulling CES data into Maestro

  4. To find tickets with CSAT/CES scores, navigate to the Feedback table on the agent dashboard, and use the filters to find tickets with valuable coaching opportunities. Add these tickets to coaching sessions to discuss important feedback with agents.

    🎥 Check out this video for a visual explanation:

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