Release notes

get_ada_metric has two new metric types, csat_rate_ai and csat_rate_human. They return the AI Agent Score and the Human Agent Score from the Customer satisfaction score report. Each survey counts for the AI Agent or for the human agent who joined the conversation. The two metric types return null when no survey matches.

Change to the HANDOFF filter

csat_rate with the HANDOFF filter now returns the overall CSAT of the conversations that the filter matches. Before this change, csat_rate with HANDOFF returned the AI Agent or human agent score and did not filter conversations. The response has a note field when csat_rate comes with HANDOFF.

An assistant that used csat_rate with HANDOFF to get the AI Agent or human agent score must change to csat_rate_ai or csat_rate_human. Combine a metric type with HANDOFF to match the report with a Handoff filter. For example, csat_rate_ai with HANDOFF ISNOT true matches the AI Agent Score with Handoff is not true.

get_ada_metric reads dates in UTC. The report reads dates in the time zone of the viewer. If your time zone is not UTC, the numbers can differ by the surveys near the start and end dates.