Sentiment Score

The Sentiment scoring analyzes the content of the agent’s responses. It evaluates the entire conversation to better understand the context and how well the agent responds to different scenarios, in the areas of Confidence, Concentration and Energy. A high confidence score indicates the agent's words instills trust and reliability in the customer, ensuring they feel secure and well-supported. Improving Confidence sentiment is gaining a full understanding of what the script is teaching the agent, and what the need of the customer is so the agents word choices convey the ability to resolve their need. A high concentration score indicates that the agent consistently delivers relevant and precise information, follows guidelines effectively, and ensures a clear and coherent dialogue with the customer. Improving Concentration sentiment is learning the right word choices that will allow a delivery of the information in a calm, thoughtful, and competent way. An energetic score signifies that the agent keeps the interaction attentive, ensuring the customer feels valued and attended to. Improving Energy sentiment learning how to adapt an appropriate level of energy in your word choices, so that the customer feels that you understand their concern.