Symptom / Need

I want to assess the average mood or sentiment of agents during their interactions to identify potential improvements in service quality and team well-being.

Context / Scenarios

An agent’s tone and attitude can influence customer experience and perception of service. If an agent consistently displays a negative tone, it could be a sign of stress, dissatisfaction, or a need for additional training. Analyzing average sentiment helps spot trends and take action to improve team performance and motivation.

Answer (Solution/Recommendation)

To know the average sentiment of agents in their interactions, you can generate the report "4. Average sentiment per agent" in the "Voice analysis" tab within the "Reports" section of wolkvox Manager.

This report shows the information collected by the speech analytics system, which identifies the emotional tone of the agents through the following columns:

• AGENT_ID: Agent extension number in wolkvox.
• AGENT_NAME: Name of the agent.
• AGENT_DNI: Agent identification document number.
• FEELING: Average feeling identified in the agent, which can take the following values:
  • Very negative: Very negative.
  • Negative: Negative.
  • Neutral: Normal.
  • Positive: Positive.
  • Very positive: Very positive.