Sentiment Trend Widget

Required permissions: Interaction Analytics View

The Sentiment Trend widget displays the sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.of contacts over time. You can drill down to see what happened in spikes of positive, negative, mixed, or neutral sentiment. Some spikes are just increases in call volume, but the chart shows when the number of positive or negative calls fluctuates, allowing you to investigate the cause.

Watch this short training video to learn more about this widget.

A graph showing trends in different sentiment types over time.

Read the Chart

Sentiment cues are words and phrases that indicate mood based on language in an interaction transcript. Sentiment scores are not influenced by voice characteristics, such as tone, volume, and speed. These cues indicate the sentiment of an interaction. Sentiment scores in Interaction Analytics can be positive, negative, mixed, or neutral.

Sentiment is color-coded consistently so that any sentiment data in widgets or charts is represented by the following color assignment:

  • Negative: Red

  • Positive: Blue

  • Mixed: Dark gray

  • Neutral: Light gray

You can choose to analyze overall sentiment, beginning sentiment, or end sentiment.

Negative Sentiment

The sentiment score for an interaction is negative if the number of negative cues is greater than the number of positive or neutral sentiment cues. Negative sentiment indicates a negative event or a potential problem. For example, some negative sentiment cues are, It's not working or I'm having trouble hearing you.

Negative sentiment doesn’t have to mean there’s a problem with agent performance or behavior. It can also stem from a product issue, a billing challenge, and other events outside agent control.

Note that negative sentiment is different from frustrationClosed Looks for cues to identify customer frustration. The cues include words and phrases like, "I'm very angry". Frustration isn't the same as negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative..

Positive Sentiment

The sentiment score for an interaction is positive if the number of positive cues is greater than the number of negative or neutral cues in an interaction. Positive sentiment cues could include phrases such as That's great! or I'm interested. For non-voice interactions happy emoticons are also be considered positive cues.

Mixed Sentiment

Mixed sentiment occurs when an interaction contains a similar amount of both positive and negative cues. For example, I didn't get my order. Thanks for your help. would result in mixed sentiment.

Neutral Sentiment

Sentiment is neutral if there is an absence of negative or positive cues.

The vertical measurement is the number of contacts that occurred. The horizontal measurement shows the time period. If you are looking at a short period of time, it displays in hours. If you are looking at a long period of time, it displaysindays. Any point on the chart is the number of calls per sentiment that occurred on a certain day or at a certain time.

When you hover over a colored area of the chart, you can see the date and time the contacts occurred and the number of contacts that occurred per sentiment at the time.

View Interaction Details

When you click a colored area on the chart, you can select the sentiment type you want to use to filter the contacts. You can select Positive, Negative, Neutral, or Mixed. The Interactions Widget opens in a new window, filtered to display only contacts from that time with the sentiment you chose. For example, if you click an area on the chart and select Negative, the Interactions widget opens to display all contacts with a negative sentiment that occurred during the time you selected.

You can perform all the same actions in this pop-up that you can in the Interactions Widget. These actions include:

  • Viewing transcripts.
  • Listening to call recordings.
  • Highlighting selected items.
  • Sorting data into your preferred view.

For more instructions, see the Interactions Widget.

Modify the Sentiment Trend Widget Settings

You can modify the Sentiment Trend widget settings to apply filters, change the name of the widget in the workspaceClosed Named view of one or more widgets., and specify whether the sentiment displayed in the widget is the agent's or the contact's.

Change the Title of the Widget

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Settings.
  3. Enter the new widget name in the Title field.
  4. Click OK.

Change Whose Sentiment Displays in the Widget

  1. Click the three stacked dots in the top right corner of the widget.
  2. Click Settings.
  3. Click Widget Options to open the drop-down.

  4. Click the Participant drop-down and select whether you want the Agent or Client sentiment to appear in the widget.

  5. Click OK.

Export Sentiment Trend Chart as CSV

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Export The export icon looks like a three-sided square with an arrow pointing down into it..

Save Sentiment Trend Chart as an Image

Images are exported as PNG files.

  1. Click Optionsicon of 3 verticle dots in the top right corner of the widget.
  2. Click Save Chart as Image The Save as Image icon appears as a square with a picture in it..