Last updated on Apr 7
2 min read
Conversational Intelligence
Customer Response Analysis:
You can evaluate the results of Sentiment Analysis from the Dashboard. Easily visualize the performance of keywords and sentiments by dragging the relevant metrics onto the dashboard for analysis.
Sentiment Calls
The report gives statistics on the calls with sentiment analysis enabled. The sentiment calls includes the following parameters:
| Parameters | Description |
|---|---|
| Agent Name | The name of the agent that has made/received the calls |
| Direction | This field specifies whether the call was “inbound” or “outbound” |
| Caller | The person who makes the calls |
| Callee | The person who receives the calls |
| Duration | The total duration of the call |
| Team | This field specifies the team of the agent |
| Sentiment | It displays the overall sentimentality (positive, negative and neutral) and tone of the entire call. |
| Keywords | The fields highlights the keywords that popped up during the conversation |
Sentiment Chats
The report gives statistics on the chats with sentiment analysis enabled. The sentiment chats includes the following parameters:
| Parameters | Description |
|---|---|
| Agent Name | The name of the agent that has made/received the calls |
| Customer Information | Displays the name, email address and phone number of the customer |
| Rating | Displays how satisfied the customer was with the service |
| Wait Duration | The time the customer was on hold before a team/agent answered the chat. |
| Duration | The total duration of the call |
| Team | This field specifies the team of the agent |
| Sentiment | It displays the overall sentimentality (positive, negative and neutral) and tone of the entire chat. |
| Keywords | The fields highlights the keywords that popped up during the conversation |