Sentiment Over Time

Sentiment Over Time allows you to understand how the mood of your customers is changing over time -- are customers recently surfacing more issues or encountering more frustrating experiences that are causing potential risks to the account? Conversely, is the work your CX team doing resulting in an increase in positive expressions over time?

By default, the graph will show you how many times each sentiment has occurred on a weekly basis.

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If you hover over a particular time, it will show you the exact counts for each sentiment that week.

You can toggle to different views by clicking on the letter or the % sign in the top left corner. The view below shows what % of all sentiment moments were Wins, Issues, or Risks for each day in the time period. This is a great way to understand customer sentiment while removing volume from the equation, since they're shown in relation to each other.

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Again, if you hover over a particular time, it will show you the exact counts for each sentiment that week.