View the sentiment for a contact
Sentiment is the overall emotional tone (positive, negative, or neutral) of the agent’s and customer’s conversation throughout the contact. Workforce Optimization supports sentiment analysis for English calls, emails, and text contacts. For calls, sentiment requires speech-to-text transcription. For emails and text contacts, sentiment requires text analytics.
Contact Type: Call
Contact Content: Has Transcription
Licenses Required: Analytics or Workforce Optimization Access
Permissions Required: View Contacts, View Speech to Text Analytics
Sentiment for calls
The Sentiment panel shows sentiment for calls. The panel shows utterances that have a positive or a negative sentiment score as color-coded segments in the audio stream where they were spoken.
NOTE An utterance is an unbroken series of words spoken by a single person. An utterance may contain multiple sentences.
Click an utterance to move the timeline slider to it. When you do this, Workforce Optimization highlights the text bubble in the transcription that the sentiment task analyzed to produce the positive or negative score. The text bubble contains an icon that also indicates the sentiment score (see the table below). Hover over an utterance to see a preview of this text.
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The following table describes the colors of utterance segments and their associated icons.
NOTE The Sentiment panel does not display utterances that have a neutral sentiment score.
Color | Description | |
---|---|---|
Details |
The utterance has a positive sentiment score. |
|
Text Bubble Icon |
||
Details |
The utterance has a negative sentiment score. |
|
Text Bubble Icon |
The streams available depend on the recording type.
Recording Type | Description | |
---|---|---|
Stereo |
Utterances are divided by the following audio streams:
|
|
Mono |
The only audio stream is 1. All inbound and outbound utterances occur on that stream. |
Sentiment for emails and text contacts
Written contacts have an overall sentiment score in the Analytics section of the Details panel.
Related topics
- Read the transcription of an audio recording
- Create Analytics tasks—Configure Workforce Optimization to analyze contacts for sentiment