Skill Calls with Sentiment

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

The Skill Calls with Sentiment report lists every call for each selected skill over the selected time frame, along with the AI sentiment scores and topics for each call, broken into a separate sub-report per skill. It is a Call row type Record-Level report, grouped by skill, 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.
`Caller ID`	The caller ID name attached to the call by the caller's phone service provider.
`Final Skill`	The last skill associated with an event on the call.
`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