Sentiment Analysis

This feature is available for Talkative supervisors. 

This guide will give you a brief overview of the Sentiment Analysis feature within Talkative, including: 

• How to read Talkative’s Sentiment Analysis scores

• How to create a Sentiment Analysis report within Analytics

• How to view Sentiment Analysis in Interaction Logs

• How to view Sentiment Analysis in Chat Monitoring

For more on Talkative’s Analytics, please visit the Analytics Overview  support article.

For help creating email analytics bulletins, please visit the Custom Analytics Bulletins support article. 

Reading Sentiment Analysis scores

All sentiment scores within Talkative are marked on a -1 to 1 scale, where -1 equates to a completely negative sentiment, and 1 equates to a wholly positive sentiment. This means a neutral sentiment score would be marked 0.

To illustrate, the below chat has an overall average sentiment score of 0.48.

This is a great sentiment score, especially considering the early stages of the interaction. 

Depending on the language used throughout the interaction that follows - such as customer requests, queries, or questions - this score will change depending on the positive or negative traits of the language used. 

This is the case for both agents and customers.

Creating a Sentiment Analysis report within Analytics

To get started with Sentiment Analytics, log in to Talkative, navigate to the Analytics section on the left sidebar. 

Clicking this tab will direct you to the Analytics dashboard, as seen below. 

For account holders who want to create a Sentiment Analytics report, navigate to the bright blue button at the bottom of the Quick Navigation window: Create a new report. 

You will then see a Preview window and the options needed to create a new report. 

To create a sentiment report, first enter your report name into the Label field. 

Next, click the dropdown menu titled Measurement Type. 

As you can see above, there are three options for measuring interaction sentiments: 

• Average Interaction Sentiment Score

• Average Interaction Sentiment Score (Customer only) 

• Average Interaction Sentiment Score (User only) 

Whichever option you choose, next fill out all the necessary parameter information, before clicking the blue Preview button at the bottom of the Parameters field. 

This will then produce a preview of your Sentiment Analysis report. 

From here, you can continue to adjust your parameters until you are satisfied that the report presents the details you require. 

Next, navigate to the green Save button as seen above. 

This will then save your Sentiment Analysis report, which can be viewed again from the main Analytics window for future reference. 

From this location, you can also choose whether to edit, export, or create an email bulletin with this data. 

How to view Sentiment Analysis in Interaction Logs

To view the sentiment analysis of a specific interaction, simply navigate to the Interaction Logs section of the platform and find the interaction case you are looking for. 

Once you have chosen your specific interaction, you will then be able to review the interaction’s Sentiment Analysis section at the top of the Interaction Log window:

How to view Sentiment Analysis in Chat Monitoring

Finally, to review sentiment analysis during a live chat interaction, head to the Supervisor Dashboard section of Talkative, and select the Chat Monitoring option at the top of the dashboard. 

Here you will be able to monitor ongoing conversations and view an overall average sentiment score in the top right corner of the chat window.