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View the Sentiments of a Call Conversation
After a call ends, view the customer and rep sentiments in the Call Audio Player. Each utterance can have a positive, negative, or neutral sentiment. To identify what was said when negative sentiments occur, play the recording at those moments. To turn a negative experience into a positive one, a rep can then follow up with the customer. A supervisor can also coach the rep to improve the way they handle calls.
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