Analytics | Sentiment Analysis dashboard

The Analytics – Sentiment Analysis dashboard helps supervisors, analysts, and operations leaders understand how customer, agent, and overall sentiment is distributed and trending across interactions. It combines contact-level sentiment classifications with organizational dimensions such as group, team, and agent.

Questions this dashboard helps answer:

What is the overall sentiment distribution across contacts?
How do positive, neutral, and negative sentiment volumes compare?
How does sentiment trend over time or by day of the week?
How does sentiment vary across groups, teams, or agents?
Which phrases are most associated with positive or negative sentiment?
Which interactions should I review to understand sentiment drivers?

Prerequisites

You have the Insights Reader license.
You must have access to Insights dashboards.
You must have access to the Contacts dataset.
You must have access to the Phrase Usage dataset (for phrase-level sentiment analysis).
You have the appropriate permissions (scope) to view data for the selected Groups and Teams.

Page location

Insights > Dashboards > Analytics | Sentiment Analysis

Dashboard layout

The dashboard contains the following sheets:

Sentiment Analysis

Displays sentiment KPIs, distribution charts, sentiment trends, segmentation by group/team/agent, and phrase-level sentiment analysis.

Interaction Drill Down

Displays detailed contact-level interaction records with sentiment context for deeper investigation.

Filters and controls

NOTE Filters are hierarchical. Selecting a Group limits the available Teams and Agents. Clicking KPIs or charts may automatically apply sentiment-focused filters and navigate to the drill-down sheet.

Sentiment Analysis sheet

Date Range (Applies to all visuals on the sheet)
- From (Date-Time picker, default: last 30 days)
- To (Date-Time picker, default: current date)
Group (multi-select)
Team (multi-select, cascades from Group)
Agent (multi-select, cascades from Group and Team)
Sentiment Source (Single-select)
- Values: Overall, Agent, Customer

NOTE Controls whether sentiment calculations are based on customer sentiment, agent sentiment, or overall sentiment.

Interaction Drill Down sheet

Date Range (Applies to all visuals on the sheet)
- From (Date-Time picker)
- To (Date-Time picker)
- Group (multi-select)
- Team (multi-select)
- Agent (multi-select)

NOTE Sentiment filters on this sheet are typically driven by interactions from the main dashboard.

Procedures

Review sentiment distribution

Select a Date Range.
Choose a Sentiment Source (Overall, Customer, or Agent).
Review:
- Positive, Neutral, and Negative sentiment KPI counts
- Sentiment distribution pie chart

Use this to:

Understand overall sentiment balance
Compare sentiment across different sources

Analyze sentiment trends over time

Select a Date Range and Sentiment Source.
Review:
- Sentiment Trend by Day of Week
- Sentiment Trend by Week

Use this to:

Identify recurring sentiment patterns by weekday
Monitor sentiment shifts over time

Compare sentiment by group, team, or agent

Filter by Group, Team, or Agent.
Review Sentiment Counts by Group > Team > Agent.

Use this to:

Compare sentiment performance across organizational units
Identify teams or agents with unusually high negative sentiment

Identify sentiment-driving phrases

Review the Sentiment by Phrase word clouds.
- Positive sentiment phrases
- Negative sentiment phrases

Use this to:

Understand language commonly associated with sentiment outcomes
Identify coaching or process improvement opportunities

Investigate specific interactions

Click a KPI, chart segment, or bar to drill down.
Navigate to the Interaction Drill Down sheet.
Open an interaction record in a new browser tab.

Use this to:

Review specific contacts contributing to sentiment trends
Examine durations, pauses, and interaction details

Key metrics

The following metrics are available in this dashboard to help you understand agent activity and quality performance.

Positive Contacts - Number of contacts classified as positive sentiment, based on the selected Sentiment Source.
Neutral Contacts - Number of contacts classified as neutral sentiment, based on the selected Sentiment Source.
Negative Contacts - Number of contacts classified as negative sentiment, based on the selected Sentiment Source.
Contacts with Overall Sentiment - Total number of contacts with a non-null sentiment classification.
Sentiment Distribution - Breakdown of contacts by sentiment category (Positive, Neutral, Negative).
Sentiment Trend - Count of sentiment-classified contacts aggregated by time period (day of week or week).
Sentiment by Phrase - Phrase frequency associated with positive or negative sentiment across contacts.

Interactions

Use these interactions to explore and interact with the dashboard.

KPI clicks (Positive / Neutral / Negative)

Navigates to the Interaction Drill Down sheet and applies the corresponding sentiment filter.
Pie and bar chart interactions

Clicking a segment or bar filters context and navigates to drill-down.
Contact links

Available in the drill-down table. Opens the contact record in a new browser tab.

Data notes

Data is sourced from:
- Contacts dataset (contact details, sentiment classifications, durations).
- Phrase Usage dataset (phrases associated with sentiment outcomes).
Sentiment calculations dynamically switch based on Sentiment Source.
Date filters are based on Contact Start Time.
Contacts without sentiment classification are excluded from sentiment counts.
Dashboard is optimized for standard desktop resolution (1920px width).