Sentiment analysis

Sentiment analysis reads the tone of the conversation: was the customer calm, satisfied, mixed or upset? Smart Meet stores a short written read, a score from −1.00 (negative) to +1.00 (positive) and a label: negative, neutral, mixed or positive.

Where you see it

In the channel Call Log

Open a past call from the phone tab of the left panel or from the Home page. The Sentiment Analysis card shows the written read.

In the back office

Statistics → Call list → call → SmartMeet → Sentiment Analysis shows the score, the label and the written read.

The Sentiment Analysis sub-tab on a call's detail page.

On the contact

For identified contacts the score of every call is plotted as Sentiment over time on the contact’s Overview, so a colleague sees at a glance how the recent calls went.

Sentiment over time on the contact's Overview.

Switching it on for the workspace

Application Setup → Smart Meet → Modules → Sentiment analysis. It needs Transcription and follows Transcription’s scope.

Hinweis

Stores a score and the written read on the call; both are erased by the retention sweep. Sentiment reads the words spoken in the call, as a pointer for follow-up.

Related

Contact summary Sentiment across all calls with a customer.

Summary What was discussed and agreed.