The CX Score is a key metric available in Zendesk conversations to help evaluate the quality of interactions. It is accessible programmatically via the API and is stored in specific fields within the JSON response.
Leverage the CX Score programmatically to unlock deeper insights and improve operational efficiency.
Accessing CX Score in the API JSON response
When retrieving conversation data through the Zendesk API, the CX Score can be found within the custom_attributes object of the JSON payload. Inside this object, you will see two essential fields:
CX Score rating – This provides the overall CX score.
CX Score explanation – This gives additional context or insights related to the CX score.
Here is where you should look within the response structure for these attributes. This information is critical for integrating CX Scores into your analysis or reporting pipelines.
Differentiating CX Score from other metrics
It is important to note that the CX Score is:
Not located within the
ai_agent.*fields, which include metrics like customer CSAT (ai_agent.rating) or resolution status (ai_agent.resolution_state).Instead, it is an AI-generated metric specifically exposed in the
custom_attributesobject.
This distinction ensures that you look in the correct part of the data structure for CX-related metrics.
Programmatic access via API
Yes, the CX Score can be accessed programmatically. Using the Zendesk API, you can retrieve conversations, and the CX Score will be included in the custom_attributes object as described above. This makes it easier for you to incorporate the metric into automated workflows or custom dashboards.