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
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Click into any of the number bubbles to see specific exchanges

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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.

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