Sentiment Analysis Report
The Sentiment Analysis 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 sentiment report work
In order for the Sentiment Analysis report to be availabe, 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.
Here are some of the type of information which can be found within the report
Sentiment Analysis Report Default Structure
Email Count by Sentiment Type
View the overall share and count of incoming emails analysed as having a positive, neutral or negative sentiment.
Sentiment Trend
Track the fluctuation of email sentiment over time. Look out for any significant changes and address them accordingly.
Sentiment Comparison by Context
Compare email sentiment across your companies, regions, services and processes. Take action accordingly.
Senders with Email Count
Identify top senders based on email volume and sentiments to address customer concerns effectively and efficiently.
Agents with Email Count
View the agents that receive the highest volume of positive or negative emails, highlighting areas for improvement or recognition.
Sentiment by Workitems with Multiple Handoffs
View how the number of agents a work item is assigned to affects client sentiment. Take action accordingly.
Sentiment by Work Items Total Elapsed (Hrs)
View how the length of time a work item is open for affects client sentiment. Take action accordingly.
Sentiment by SLA
View how meeting and not meeting the SLA on a work item affects client sentiment. Take action accordingly.
Sentiment by Reopened Workitems
View how reopening work items affects client sentiment. Take action accordingly.
Sentiment by Workitems with Defects
View how raising defects on work items affects client sentiment. Take action accordingly.
Accessing the Sentiment Analysis 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.
Available Data Fields for Sentiment Analysis
See below for a complete list of all the available data fields that can be used within the Sentiment Analysis report:
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