Turn on Advanced Sentiment

Advanced Sentiment identifies the emotions expressed by the agent and customer on a call and explains how it identified those emotions. With advanced sentiment, you can quickly understand how both parties were feeling and use what you learn to improve the experience for everyone involved.

NOTE   This is a new feature that is not yet generally available. If you would like early access to this feature, contact your Calabrio Account Manager.

Advanced Sentiment is included with Calabrio Analytics, but it does need to be turned on.

Prerequisites

  • Your organization has an Analytics Essentials, Analytics Enterprise, or Analytics Enterprise Plus license.
  • You have the Administer Roles permission.
  • You have scope over at least one group in Calabrio ONE.
  • Sentiment Analysis is currently available for English audio contacts only. It is not available for other types of contacts or for contacts in other languages.

Page location

Various. See the procedures below for page locations.

Procedures

Step 1: Assign the Sentiment Analysis permissions to people in your organization

  1. Go to Application Management > Global > User Configuration > Roles.

  2. In the Permissions table, scroll down to the Sentiment Analysis section and select the check boxes to assign these permissions to appropriate roles in your organization:

    • View Sentiment—This permission lets people see Advanced Sentiment information in the Media Player. See View AI insights for a contact and View changes in sentiment for a contact for details about what this information looks like.

    • Run Sentiment Task—This permission lets people work with Sentiment Analysis tasks on the Analytics Task Manager page.

      IMPORTANT   Assign this permission to a role that you have. You will need this permission to complete Step 2.

  3. Click Save.

Step 2: Create a Sentiment Analysis task

  1. Go to Application Management > Analytics > Task Manager.
  2. Click Create Task.
  3. Enter a unique name for the task in the Name field.
  4. Select Sentiment Analysis from the Type drop-down list.

  5. (Optional) To analyze how sentiment changes throughout the course of the contact, select Customer sentiment trend, Agent sentiment trend, or both in the Sentiment trend section. When you enable sentiment trend, the AI Sentiment panel appears in the Media Player for the contact (see View changes in sentiment for a contact).

    NOTE   Your organization needs the Analytics Enterprise or Analytics Enterprise Plus licenses to enable sentiment trend.

  6. (Optional) Configure the Conditions that must be met for the call’s sentiment to be analyzed.

    NOTE   If you use this optional section, calls that do not meet the filter conditions are not analyzed for sentiment.

  7. In the Groups and teams section, assign groups and teams to the task. Only groups and teams that you have scope over are available.

    NOTE   If you assign a group but don’t assign a team, Calabrio ONE assigns the task to all teams within that group.

  8. Click Save.

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