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 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 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. To edit the report users will need the 'Create Custom Reports' permission enabled.

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.

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:

TableFieldsDescription

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.

Last updated