Sentiment
Review generated sentiment signals for conversations in a selected period.
Accessing Sentiment
- Open your agent in the dashboard
- Go to Analytics > Sentiment
Choosing a Period
The same period controls as elsewhere in analytics: this month, last month, last 7 days, last 30 days, or a custom from/to range.
What Sentiment Measures
Sentiment is a signal generated from the conversation itself — how the exchange went, not a survey response. Treat it as a way to find conversations worth reading, not as a satisfaction score you report to the board.
How to Use It
Find the failures
Sort toward negative sentiment and read those transcripts. Negative conversations usually have one of three causes:
- Missing knowledge — the agent could not answer. Fix with training.
- Wrong knowledge — the agent answered confidently and incorrectly. Fix with a Q&A pair, which takes priority over document content.
- Wrong expectation — the visitor wanted a human. Consider the Technical Support agent so escalation is structured rather than a dead end.
Watch the trend
A single bad conversation is noise. A week of declining sentiment after a release is a signal.
Cross-reference topics
Combine with Topics: frequency tells you what matters, sentiment tells you what hurts. The intersection is your work queue.
Exporting
Export CSV takes the sentiment data into a spreadsheet for reporting or deeper analysis.
No Data Yet
Sentiment needs conversations in the selected window. New agents and narrow ranges show an empty state.