Email Sentiment Report Enhancements

In the November 2025 Feature Wave, we are introducing some new enhancements to the existing Sentiment Report.

The changes to the graphs displayed as standard are as follows:

Email Share by Sentiment Type -

We're introducing a new way to describe & display sentiments, now showing as emojis with the overall email count and percentage of total count for each. 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 dropdown where users can select which sentiment to display on the chart. By default it will have Positive and Negative sentiment selected.

Layout Changes

Finally, the report layout has been optimized to accommodate the best possible view of the respective chart sections.