Email Sentiment Report

The Email Sentiment report displays information relating to email sentiment analysis allowing users to quickly and clearly see developing trends regarding incoming emails and take action where necessary.

How does the Email Sentiment Report work

In order for the Email Sentiment report to be available, the EnateAI Sentiment Analysis integration must be enabled (this can be done in Enate's Marketplace in Builder). When this integration runs it generates the data needed for the report. Once this integration has been activated, information will automatically begin to be sent into and displayed in the report.

Accessing the Email Sentiment Report

Access to and the ability to edit the sentiment report is controlled by permissions in user roles, in the same way as all other reports within Enate. If users do not have the right permissions enabled, they will not be able to access the report. To edit the report users will need the 'Create Custom Reports' permission enabled.

Email Sentiment Report Default Structure

Email Share by Sentiment Type

The positive and negative smileys are interactive, i.e. clicking on them will filter the page content accordingly. This updated display replaces the previous pie chart style display showing sentiment share.

Impact Zones

This chart will replace the old chart - Email sentiments by Work Item SLA''. The legends of the new chart are as follows:

• High Priority Zone: SLA Not Met + Negative Sentiment.

• Success Optimization Zone: SLA Met + Negative Sentiment.

• Positive Zones: SLA Met + Positive Sentiment.

• Neutral Zones: SLA Met or SLA Not Met + Neutral Sentiment.

Hovering over the chart will show the options where a Question Mark will appear. Hovering over the question mark will show the tooltip which explains the zones, to help users better understand each section.

Sentiment Zones Explained:

• High Priority Zones: Negative sentiment + SLA missed – needs urgent attention.

• Success Optimization Zones: Negative sentiment + SLA met – SLA OK, but experience needs work.

• Neutral / Positive Zone: Feedback aligns with sentiment – either neutral or positive.

Email Sentiment By Ticket Categories

We are adding a new chart into the report: 'Email Sentiment By Ticket Categories'. As the name suggests, this shows the email sentiments by ticket categories, with concatenated levels i.e. “Level 1 > Level 2 > Level 3”.

Email Sentiments By Number of Times Work Item Reopened

A new line chart is being introduced into the report: 'Email Sentiments By Number of Times Work Item Reopened'. This will have the email sentiment count categorized by the number of times work items were reopened. The grouping 'buckets' are: 1-3 Times, 3-5 Times, 5-7 Times, 7+ Times. This will help with assessment on the relationship between client feedback ratings and the number of times a work item was reopened.

Email Sentiment Comparison By Context

This chart now has a sentiment selector drop-down where users can select which sentiment to display on the chart. By default it will have Positive and Negative sentiment selected.

Available Data Fields for Sentiment Analysis

See below for a complete list of all the available data fields that can be used within the Email Sentiment report:

Table	Fields	Description
Context	Contract	Name of the Contract
Context	Customer	Name of the Customer
Context	Service	Name of the Service
Context	Supplier	Name of the Supplier
Date	Date	Calendar range of dates for filtering data
Date	Month	Months of the dates
Date	Year	Year of the dates
Feedback	Comments	Feedback comments given on each workitem
Feedback	Logged	Feedback logged date in date time format
Feedback	LoggedDate	Feedback logged date in date format
Feedback	Rating	Feedback rating from 1 - 5
Feedback	6M Moving Avg(Ratings)	6 months moving average over the number of ratings. To be visualised against dates.
Feedback	Avg. Rating	Average ratings given across all workitems
Feedback	Total Ratings	Total number of ratings given
Feedback Types	Feedback Type	Ratings grouped as Happy, Unhappy & Neutral
Process	Process	Name of the process each Work Item belongs to
Process	Process Group	Process group given for Cases / Tickets
Process	Work Item Type	Type of the Work Item (Ticket, Action or Case)
Sentiment Scores	Logged	Email logged date in date time format
Sentiment Scores	LoggedDate	Email logged date in date format
Sentiment Scores	Sender	Email sender's full name or email address (depending on whichever is availible)
Sentiment Scores	Sentiment Confidence	Confidence level of the email classification (or sentiment score) in percentage (0 - 100%)
Sentiment Scores	6M Moving Avg	6 months moving average over the number of emails that have sentiment scores. To be visualised against dates.
Sentiment Scores	Email Count	Total number of emails that sentiment score
Sentiment Scores	Work Item Count	Total number of workitems with emails that have sentiment score
Sentiment Types	Sentiment Type	Types of sentiment (Positve, Negative or Neutral)
Ticket Categories	Ticket Category1	Ticket Category level 1
Ticket Categories	Ticket Category2	Ticket Category level 2
Ticket Categories	Ticket Category3	Ticket Category level 3
Users	User Name	Full name of the user responsible for the work item
Users	Email Address	Email address of the user responsible for the work item
Users	Team Manager	Full name of the manager of the users responsible for the work item
Work Items	Assigned User Count Groups	Grouping of Assigned User Count into different buckets (e.g., 0, 1-3, 3-5, 5-7 etc.). Assigned User Count is the unique number of users assigned to the work item througout it's lifecycle (from start to end).
Work Items	Customer Duration(Hrs)	Total time (in working hours) taken to complete the work item as per the customer calendar. Value will be blank if the work item is still in progress.
Work Items	Customer Duration Groups	Grouping of Customer Durations into different buckets (e.g., 0-24, 24-48, 48-72, 5-7 etc.)
Work Items	DueDate	Work Item Due Date in date time format
Work Items	EndDate	Work Item End Date in date time format
Work Items	Has Defects	Whether the Work Item has defect or not (Yes or No)
Work Items	Is Reopened	Tickets that got opened after going to resolved status
Work Items	Reference	Reference number of each Work Item
Work Items	ResolvedDate	Work Items Resolved Date in date time format
Work Items	SLA	Service Level Agreement to indicate where Work Item is Overdue or not
Work Items	StartDate	Work Item Start Date in date time format
Work Items	Title	Title of the Work Item
Work Items	Supplier Duration(Hrs)	Total time (in working hours) taken to complete the work item as per the supplier calendar. Value will be blank if the work item is still in progress.