Agent Calls with Sentiment

Every call for each selected agent with its sentiment scores, final sentiment, and topics, one sub-report per agent.

The Agent Calls with Sentiment report lists every call for each selected agent over the selected time frame, along with the AI sentiment scores and topics for each call, broken into a separate sub-report per agent. It is a Call row type Record-Level report, grouped by agent, and carries the Sentiment tag in My Reports.

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Requires Transcription Licensing
Sentiment and topic columns show data only for calls that were recorded and transcribed. See Transcription Topics for how sentiment is scored at the line, turn, and call level.

Report Columns

Column	Definition
`Call`	The Call ID associated with the call, searchable in Cradle to Grave.
`External Number`	The phone number of the external party on the call.
`Call Direction`	The direction of the call, such as inbound or outbound.
`Call Duration`	The total duration of the call, from start to end.
`Positive Sentiment Percent`	The percentage of the call's transcribed lines scored Positive — a score of +0.34 or higher on the -1.00 to +1.00 scale.
`Negative Sentiment Percent`	The percentage of the call's transcribed lines scored Negative — a score of -0.34 or lower on the -1.00 to +1.00 scale.
`Final Sentiment`	The sentiment — Negative, Neutral, or Positive — of the last scored portion of the call's transcript.
`Topics`	The topics AI transcription tagged to the call's transcript.

Updated about 4 hours ago