The call sentiments feature streamlines call analysis and reduces time spent manually reviewing call transcriptions and summaries.
This feature can be used to understand the overall sentiment or mood of a business phone call, which enables businesses to gain a deeper understanding of the quality of interactions over the phone.
Call sentiments can be found in the AI Insights dashboard within your control panel.
Getting Started
To get started with our call sentiments feature, you must enable AI Insights and call recording within your account. Call sentiments are included with the AI Insights feature and can be accessed for each line with AI enabled.
Call Sentiment Types
Global Call Forwarding will display an image related to each sentiment type, depending on how the call went.
There are five types of sentiments:
- Neutral
- Slightly positive
- Mostly positive
- Slightly negative
- Mostly negative
How To View Call Sentiments From The AI Dashboard
Follow these instructions to view call sentiments from the AI Insights Dashboard:
- Click AI Insights on the left navigation bar.
- Choose the line where you’d like to view call sentiments and apply relevant filters. Users can apply filters to view calls with specific sentiments.
- Click on Display Report.
- Click on Summary in the Activity column to view the call sentiments.
- Call sentiments can be organized from most to least positive or negative.
- Click on Summary to gain further insights into a particular call and understand what went well or could be improved.
FAQs
- Why can’t I see sentiments for all my calls?
You will only see call sentiments after the AI Insights and Call Recording features have been activated. Call sentiments are only available for lines with call recording and AI Insights enabled.