Symptom / Need

You want to interpret the meaning of the values that appear in the "Sentiment" column in survey and chat inbox results within Data Monitor.

Context / Scenarios

The Sentiment column in Data Monitor displays an automatic assessment of the emotional tone identified in customer interactions. This is useful for analyzing customer experience and agent performance.

Answer (Solution/Recommendation)

The "Sentiment" column classifies the emotions detected in the interactions with the following values:

• Very positive : Indicates a highly positive interaction.
• Positive : Represents a positive conversation.
• Neutral : Denotes a conversation with no prominent positive or negative emotions.
• Negative : Identifies an interaction with a negative tone.
• Very negative : Shows an extremely negative conversation.

Each feeling is represented by a color for easy identification:

• Green : Positive or very positive.
• Orange : Neutral.
• Red : Negative or very negative.

This sentiment analysis helps you detect patterns of dissatisfaction, measure agent effectiveness, and make decisions based on customer experience.