Introduction

The "4. Average Sentiment by Agent" report in the Voice Analysis section of wolkvox Manager allows you to consult the average sentiment identified for each agent within the conversations analyzed in the selected period. This report is part of the Speech and Text Analytics service and is useful for obtaining a quick overview of the general tone associated with each agent's management.

Its analysis helps identify emotional trends in customer service, compare results among agents, and complement other quality and performance indicators.

Report Information

• AGENT_ID: Corresponds to the extension number of the agent within the wolkvox system. This data allows uniquely identifying the agent within the operation.
• AGENT_NAME: Displays the name of the agent associated with the report result. It facilitates the query and comparison of average sentiment among advisors.
• AGENT_DNI: Indicates the official identification number of the agent. This field serves as an administrative and validation reference within the operation.
• FEELING: Displays the average sentiment identified for the agent in the analyzed conversations. This column can show the following values:
  • very negative: Very negative.
  • negative: Negative.
  • neutral: Neutral.
  • positive: Positive.
  • very positive: Very positive.