Emotion & Sentiment Analysis
Live monitoring of customer emotional signals across all channels
Positive Sentiment
48.2%
+3.1%
vs. previous 7 days
Neutral Sentiment
31.6%
-0.8%
vs. previous 7 days
Negative Sentiment
20.2%
+1.4%
vs. previous 7 days
Sentiment Trend
Last 7 days
Positive
Neutral
Negative
Emotion Breakdown
Today
😊Happy
38%😐Neutral
27%😤Frustrated
16%😠Angry
11%😢Sad
8%At-Risk Calls
Flagged by negative sentiment threshold (score < -0.5)
| Caller | Agent | Category | Emotion | Sentiment Score | Duration |
|---|---|---|---|---|---|
Marcus Chen CL-48213 | Priya Anand | Billing | Frustrated | -0.72 | 6:42 |
Jordan Wallace CL-48215 | Priya Anand | Cancellation | Angry | -0.88 | 8:29 |
Thomas Nguyen CL-48217 | Sofia Reyes | Complaint | Upset | -0.61 | 5:53 |