Overview

FROM VERSION 3.53.0

Sentiment Analysis helps agents better understand the customer’s emotional tone, adapt their communication style, and provide more effective support.

This feature is available for the following digital channels:

• Chat

• Open Channel

• SMS

• WhatsApp

Sentiment Analysis Results

Agents can view sentiment analysis results only if the analysis has already been executed by an Administrator or Supervisor.

• Go to the Interactions view of the relevant channel.

• Check the Sentiment column:

  • If the Sentiment column is empty, the sentiment analysis has not been performed for that interaction.

  • If sentiment analysis has been performed, the column will display the predominant sentiment detected in the interaction text. Possible sentiment values:

    • Positive

    • Neutral

    • Mixed

    • Negative

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Sentiment details

Agents can access additional sentiment analysis details by following these steps:

1. Go to the Interactions view of the desired channel.

2. Click the three-dots menu (⋯) → Spy.

3. In the interaction view, open the Interaction tab on the right. The following details are displayed:

   • Sentiment Provider: The provider used to perform the analysis (e.g., AWS, OpenAI).

   • Sentiment Result: The predominant sentiment identified in the interaction.

   • Sentiment Distribution: Percentage breakdown for each sentiment category (Positive, Negative, Neutral, Mixed).

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