View the sentiment for an interaction

Sentiment is the overall emotional tone (positive, negative, or neutral) of the agent’s and customer’s conversation throughout the contact. Calabrio ONE supports sentiment analysis for English calls, emails, and text contacts. For calls, sentiment requires speech-to-text transcription. For emails and text contacts, sentiment requires text analytics.

Contact Type: Call

Contact Content: Has Transcription

Licenses Required: Calabrio ONE Access (Applied Analytics features must be installed)

Permissions Required: View Contacts, View Speech to Text Analytics

Sentiment for calls

The Sentiment panel shows sentiment for calls. The panel shows utterances that have a positive or a negative sentiment score as color-coded segments in the audio stream where they were spoken.

NOTE   An utterance is “a natural unit of speech bounded by breaths or pauses.”

Click an utterance to move the timeline slider to it. When you do this, Calabrio ONE highlights the text bubble in the transcription that the sentiment task analyzed to produce the positive or negative score. The text bubble contains an icon that also indicates the sentiment score (see the table below). Hover over an utterance to see a preview of this text.

Sentiment for emails and text contacts

Written contacts have an overall sentiment score in the Analytics section of the Details panel.