Transcription Scores

Transcription scores are reported as Negative, Neutral, or Positive. But what do those mean and how are the viewed?

Scale for Negative, Neutral, and Positive

A section of a recorded and transcribed call will have a score between -1.00 and +1.00 with -1.00 being extremely negative and +1.00 being extremely positive. 0.00 would be as neutral as possible.

Dividing the sentiments evenly, we use the following scale:

or = -1.00 through -0.34

or = -0.33 through +0.33

or = +0.34 through +1.00

Transcript Scores by Turn and Sentence

As you view a call's transcript, you'll see how each conversation turn was scored and how each individual line or sentence was scored.

The conversation turn will be clearly labeled as "Negative", "Neutral", or "Positive".
The individual lines on the other hand will have red, orange, and green badges to represent their detected sentiment score.

If a turn has a mix of line sentiments, we'll use the average score of each line.

Total Sentiment Score of a Call

In Cradle to Grave, for transcribed calls, you'll find a graphic indicating the amount of the call that was rated negative, neutral, and positive. Note that this is not a timeline view of the call's sentiment.

To view the scores while in Cradle to Grave, hover over the bar to see what percentage of the call was negative, neutral, and positive.

How the Total Sentiment Scores are Calculated

Using this very short example below, there are 10 lines of conversation.

Ignoring the averaged turn scores and using the 10 lines, we have:

• 2 Negative lines. 2/10 = 20%
• 5 Neutral lines 5/10 = 50%
• 3 positive lines 3/10 = 30%

Therefore the total call score would look like this: