Sentiments by Agent

Sentiments by Agent and Agent Sentiment Metrics allow you to understand whether conversations that include a specific agent are typically going well or poorly, while also showing you how well they are engaging the customer.

Within Sentiments by Agent, there's a couple ways you can interact with the widget:

  • Sort by clicking on the header of any column (Count, Win, Issue, or Risk)
  • Drill down to specific exchanges by clicking on any of the numbers
  • Toggle the view to % of all instances of this Agent's conversations that contain either a Win, Issue, or Risk
Click into any of the number bubbles to see specific exchangesClick into any of the number bubbles to see specific exchanges

Click into any of the number bubbles to see specific exchanges

This view shows what % of all an agent's exchanges that also have a given sentiment moment. For example, an agent with a count of 10 where 3 statements were also risks would show 30% under risks.This view shows what % of all an agent's exchanges that also have a given sentiment moment. For example, an agent with a count of 10 where 3 statements were also risks would show 30% under risks.

This view shows what % of all an agent's exchanges that also have a given sentiment moment. For example, an agent with a count of 10 where 3 statements were also risks would show 30% under risks.

Agent Sentiment Metrics plots two metrics:

  • Engagement:Measures what percentage of all sentences in conversations with a particular agent are tagged with either a Win, Issue, or a Risk. This effectively shows whether their is emotional engagement in the exchanges.
  • Sentiment:Measures the ratio of Wins:Risks in relevant conversations. A score of 0 would mean there is an equal number of Wins and Risks, while a score of 1 would be only Wins with no Risks, etc.

You can hover over any dot to see details or click on it to see the individual relevant exchanges; larger dots represent agents that have had more conversations than others.

Hover over or click on a dot to see details about relevant conversationsHover over or click on a dot to see details about relevant conversations

Hover over or click on a dot to see details about relevant conversations