View the sentiment for a contact

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 an unbroken series of words spoken by a single person. An utterance may contain multiple sentences.

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.

Utterance and channel descriptions

The following table describes the colors of utterance segments and their associated icons.

NOTE The Sentiment panel does not display utterances that have a neutral sentiment score.

Color	Description
	Details	The utterance has a positive sentiment score.
	Text Bubble Icon
	Details	The utterance has a negative sentiment score.
	Text Bubble Icon

The streams available depend on the recording type.

Recording Type	Description
Stereo	Utterances are divided by the following audio streams: 1—The utterance occurs on the inbound audio stream. 2—The utterance occurs on the outbound audio stream.
Mono	The only audio stream is 1. All inbound and outbound utterances occur on that stream.

Recording Type

Description

Stereo

Utterances are divided by the following audio streams:

1—The utterance occurs on the inbound audio stream.
2—The utterance occurs on the outbound audio stream.

Mono

The only audio stream is 1. All inbound and outbound utterances occur on that stream.

Sentiment for emails and text contacts

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