Real-time sentiment in Agent Workspace

If real-time transcription for calls is enabled in Agent Workspace for your account, participants' sentiment can be displayed throughout a call. For information about real-time transcription, see Real-time transcription in Agent Workspace.

Sentiment is calculated as a number between –1 and 1 that indicates how participants are feeling during the call, based on the words they say. Numbers less than 0 indicate a negative sentiment, while numbers above 0 indicate positive sentiment.

Real-time sentiment settings

Settings for calculating real-time sentiment determine how regularly sentiment should be calculated, which participants' sentiment is required (agent, contact, or both), and the range of sentiment values to include.

Default settings for the account

Vonage can configure default settings for calculating real-time sentiment. To change default settings, contact your account manager.

Settings for inbound interactions

An admin user can configure settings to calculate sentiment data for inbound interactions. These settings override default settings for your account, if configured. For information about configuring settings for calculating sentiment data relating to inbound interactions, see Configuring real-time sentiment analysis for Agent Workspace.

Settings for outbound interactions

Only Vonage can configure settings to calculate sentiment data for outbound interactions. Outbound settings correspond to the number presented by the agent when they initiate the outbound interaction. These settings override default settings for your account, if configured. To change outbound settings, contact your account manager.

Real-time sentiment during an interaction

Calculated real-time sentiment data is sent to Agent Workspace.

In Agent Workspace, sentiment appears near the top of the conversation window as text and an icon instead of the calculated number.

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Numbers map to the following values:

Number range	Sentiment text	Example

Number range	Sentiment text	Example
–1 to –0.6	Very negative	Open
–0.6 to –0.2	Negative	Open
–0.2 to 0.2	Neutral	Open
0.2 to 0.6	Positive	Open
0.6 to 1	Very positive	Open
No data	No data available Data will not be available in the following situations: At the beginning of the call, before the first sentiment value has been calculated. If no new sentiment value has been calculated for a configured period. The configured period is twice the sentiment interval set up for this call. For example, when the interval is 30 seconds, after 1 minute of no new sentiment value being calculated, 'No data available' is displayed. If the sentiment value received is outside of the configured threshold. For example, if the sentiment value is 0.36, but the configured threshold is 0.5:1.0, 'No data available' is displayed.	Open