logo

Are you need IT Support Engineer? Free Consultant

AutoInsights Documentation

Sentiment Call Analysis

Estimated reading: 2 minutes 168 views
Sentiment Call Analysis

Video Duration: 2m : 45s

Tutorial Documentation – Sentiment Call Analysis Dashboard

This dashboard tracks customer sentiment during calls, helping identify positive, neutral, and negative experiences. It provides insights into agent performance, customer mood, and root causes of dissatisfaction.

1. Net Customer Sentiment %

  • Shows overall customer sentiment (positive vs negative).
  • Example: 31% Net Sentiment means only 31% of calls had positive sentiment. positive less negative sentiment calls as a %. For example – 60 positive and 20 negative = Net +40. Neutral sentiment calls are not used in this calculation.
  • Compares agents side by side.
  • Green = Positive interactions.
  • Red = Negative interactions.
  • Orange = Neutral interactions.

2. Sentiment Distribution

  • Pie chart of Positive, Negative, Neutral, and Null sentiments across all calls.
Net Customer Sentiment Calls by Category and Subcategory

3. Negative Sentiment Analysis

  • Pie/Bar charts show where negative calls happen most (e.g., Claims & Incidents, Billing, Policy Management).
  • Helps find problem areas.
Negative Customer Sentiment by Category, Subcategory and Topic

4. Sentiment Trend Over Time

  • Line chart tracking sentiment changes monthly.
  • Detects if customer satisfaction is improving or declining.

5. Sentiment vs Agent Performance

  • Bubble charts compare customer sentiment vs agent sentiment.
  • Larger bubbles = higher call volume.
  • Helps spot agents handling difficult calls well (or poorly).
Net Customer Sentiment vs. Net Agent Sentiment by Agent
Net Customer Sentiment vs. Net Agent Sentiment by Category, Subcategory & Topic

6. Sentiment Root Cause Table

Shows real call details:

  • Customer sentiment
  • Their comment
  • Topic explanation
  • Agent response sentiment

Example:
Customer comment: “I can’t keep getting transferred…” → Negative sentiment.
Agent sentiment: Neutral.

Agent Sentiments & Summary:

  • Displays how agents respond emotionally during calls.
  • Summary highlights the type of call and its category (e.g., “Claims & Incidents → Claim Status Update”).
Sentiment Detailed Root Cause-1

✅ How to Use This Dashboard

  1. Check Overall Balance: Look at Net Customer Sentiment % for overall performance.
  2. Agent Impact: Use sentiment by agent chart to identify top and low performers.
  3. Problem Categories: Review negative sentiment by category to prioritize fixes.
  4. Track Trends: Use trend chart to see if service improvements are working.
  5. Root Cause: Study call-level comments and explanations for targeted coaching.

⚡ Who Benefits from This Dashboard?

  • Customer Experience Managers: To track and improve customer sentiment.
  • Team Leaders: To coach agents based on sentiment impact.
  • Quality Analysts: To investigate negative calls and root causes.
CONTENTS

Powered By EazyDocs