Sentiment Analysis
Overview
The report on sentiment analysis tells you the average sentiment rating of customer interactions for each channel, by date and by agent.
Search Filters
You can filter the report by agent and date.
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From date: Select a date to search from.
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To date: Select a date to search up to.
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Agent: Select an agent to see the average customer sentiment rating for their interactions.
If you don't pick a date, the report defaults to show the data from the previous seven days up to and including yesterday. For example, if today is the 8th of the current month, then the default date range will be the 1st to the 7th.
If you don't pick an agent, the report shows data for all agents.
The Report
The report is displayed in table format and shows the following information:
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Channel: Shows results by channel. If you search by a specific agent, then only the channels that the agent works on will be displayed in the report. If you don't search by a specific agent, then all channels will be shown.
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Average rating: Shows the average rating for customer sentiment for the channel listed, and for the given date or date range. A rating between -0.25 and 0.25 is classified as neutral. Anything above is positive, anything below is negative.
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Sentiment indicator: An emoji that will be a happy, neutral or angry face to indicate the average sentiment rating of positive, neutral or negative.
For email and Facebook Messenger, a conversation between a customer and an agent can involve multiple interactions back and forth over several days. In those cases, the sentiment rating of the last customer interaction in the chain is used to calculate the average rating, and the rating is stored against the date of the customer's first message.
If an email is classified as spam in the email queue before it reaches an agent, then it won't be analyzed.
Features
Export: Lets you export the table to Microsoft Excel workbook format.
Generate Summary:Lets you generate an executive summary. See Report Summarizer for details.