Agent Sentiment Summary

Sentiment score averages and outcome counts for each selected agent over the selected time frame.

The Agent Sentiment Summary report shows how each selected agent's calls scored for AI sentiment over the selected time frame — average positive and negative sentiment, and how many calls ended positive, neutral, or negative. It is a Agent row type Summary-style report, 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
`Agent`	The agent being reported on.
`Scored Call Count`	The number of the agent's calls that were transcribed and scored for sentiment.
`Avg Positive Sentiment Percent`	The average percentage of transcribed lines scored Positive across the agent's scored calls.
`Avg Negative Sentiment Percent`	The average percentage of transcribed lines scored Negative across the agent's scored calls.
`Positive 15%+`	The number of scored calls in which 15% or more of the transcribed lines were scored Positive.
`Negative 15%+`	The number of scored calls in which 15% or more of the transcribed lines were scored Negative.
`Ended Positive`	The number of scored calls whose final sentiment was Positive.
`Ended Neutral`	The number of scored calls whose final sentiment was Neutral.
`Ended Negative`	The number of scored calls whose final sentiment was Negative.

Updated about 4 hours ago