Symptom / Need

Be able to review and analyze the sentiment detected in conversations with customers through different channels.

Context / Scenarios

The Sentiment Analysis tab of the Wolkvox platform provides detailed information on ensuring the quality of interactions by analyzing the sentiments detected in conversations.

Answer (Solution/Recommendation)

1. Enter the Dashboard section from the left side menu.
2. Select the “Speech and Text Analysis” tab.
3. Go to the "Sentiment Analysis" tab.
4. At the top, select whether you want to view data "By Agent" or "By Channel":
5. "By Agent": Shows the sentiment detected for each of the agents.
6. "By Channel": Presents the sentiments detected in each type of channel (voice, chat-WhatsApp, chat-web, chat-Facebook, etc.).
7. Review the horizontal bar chart, which shows the sentiment breakdown (very positive, positive, neutral, negative, very negative) for each agent or channel.
8. Analyze the pie chart, which provides an overall summary of the percentages of each sentiment type detected across all interactions.
9. Use the sentiment legend below to interpret the colors and percentages shown in the graphs.

• The data in this section is key to quality assurance and continuous improvement in customer service.
• Switching between the "By Agent" and "By Channel" filters will adjust the bar graph to display information relevant to the selected filter.
• The pie chart will always show an overall summary of all sentiments, regardless of the filter applied.