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Sentiment Indicator
Know the current sentiment of the customer based on past engagements with the contact center and the sentiment recorded for those engagements.
The sentiment indicator graph displays the sentiment of the customer on a scale of 1 to 5, where a score of 5 indicates the customer is happy with the interactions. A score of 1 indicates that the customer service interaction was disappointing while a score of 3 is a neutral rating.
The customer service representative can click View Analysis to open a Sentiment Analysis card and get details on past engagements. The analysis card shows details of each engagement interaction, such as the reason, the attendee name, the channel, the start date time, and the sentiment. There's also an icon adjacent to the engagement interaction that indicates the channel of communication. The default icon is a voice call.
Sentiment Indicator is a preconfigured FlexCard component on the Insurance Agent Console. If the Sentiment Indicator card is missing from your Insurance Agent Console, go to the Lightning App Builder and add the OrganicINSISESentimentIndicatorCard to the page layout.
