The Sentiment tab allows you to review and analyse the sentiment identified across your interactions, helping you to spot trends in call volume and determine the dominant sentiment over time.
What is call sentiment?
Call sentiment is a way of understanding the overall mood of a conversation. Was it a positive interaction, or was the customer frustrated and expressing negative feelings? By analysing the words, tone, and emotional cues throughout a call, the conversation can be classified as having a positive, negative or neutral sentiment.
Time Period and Filters bar
At the top of the page, you can adjust the date range and the comparison window for the data being displayed. In the Filters panel, you can apply additional filters to narrow down the data and focus on specific call details. Once you've applied your filters, you can save them as a custom view within Spokn. For more details, please refer to this guide.
Overall Sentiment
This pie chart displays the overall sentiment identified in the interactions analysed within your selected date range and filters. Sentiment is categorised into four types:
Positive Sentiment - The conversation was favourable and optimistic.
Negative Sentiment - The conversation expressed dissatisfaction or frustration.
Uncertain Sentiment - The sentiment was unclear or mixed, with no definitive tone detected.
Neutral Sentiment - The conversation had neither a positive nor a negative tone.
Hovering over a segment of the chart reveals more detailed trend analysis and provides the option to View Interactions, allowing you to review the specific calls associated with the dominant sentiment.
For more information, please refer to this guide.
Sentiment trend over time
This chart allows you to easily analyse sentiment trends over a selected date range. Allowing for filtering by a specific sentiment type to isolate patterns and trends that may have occurred during that period.
The data visualisation can be displayed in two formats: Stacked Bar Chart or Area Chart. Whilst the vertical axis can be configured in one of the following ways
- % Breakdown - Displays the proportion of calls by sentiment, making it easier to identify trends even when overall call volume fluctuates
- # Volume - Displays the number of calls by sentiment, helping you track changes in both call volume and tone.