View changes in sentiment for a contact

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.

The AI Sentiment panel in the Media Player illustrates how agent and customer sentiment (emotion) changed over the course of a contact. The agent’s sentiment is red, and the customer’s sentiment is blue. Positive sentiment appears in the green stripe on the left. Neutral sentiment appears in the yellow stripe in the middle. Negative sentiment appears in the red stripe on the right.

Prerequisites

Your organization has the Analytics Enterprise or the Analytics Enterprise Plus license.
Your organization uses stereo recording (separate audio feeds from the agent and the customer). If your organization does not use stereo audio, Calabrio ONE assigns all the sentiment markers to the customer.
An administrator has created a Sentiment Analysis task (see Create Analytics tasks).
The contact is an English audio contact.
The contact has a transcript.
You have the View Contacts and View Sentiment permissions.

Page location

Interactions > Double-click a contact > AI Sentiment panel

Procedures

View a sentiment marker in the contact

Click a circle in the AI Sentiment panel. The Transcription panel, audio scrubber, Audio panel, and audio timestamp (next to the Play button) move to the corresponding part of the contact.