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Console > Workflows > Workflow modules > Overview: Calculate Sentiment workflow module (Console)
This article explains the Calculate Sentiment workflow module in Console.
In this article
In this article
Overview
Overview
The Calculate Sentiment workflow module is used to evaluate the emotional outcome for one or both parties on an interaction.
This module processes a call transcript and analyzes the data for keywords and phrases that indicate the emotional levels of the interaction between queue user and caller.
Common use cases for the Calculate Sentiment module include:
Quality assurance: Collect and gauge customer sentiment from live interactions with your queue users to verify all interactions are meeting your organization’s quality standards.
Coaching: Leverage customer sentiment scores to define areas for performance improvement and points of strength for your queue users when helping customers.
Enhance your workflows: Review customer sentiment scores specifically during workflow branches where the workflow engages with the customer to define how and where you need to continue improving the workflow experience.
How it works
How it works
The Calculate Sentiment module can gauge the emotional sentiment for:
The queue user
The customer
Both the queue user and the customer
In order to use this module to calculate the sentiment of an interaction, you’ll need to use the transcribe module to convert a phone call to text. Once the call has been transcribed, the module analyzes each word in the transcription and determines the overall emotional tone of the conversation.
For example, imagine that your workflow is set up to send an automated email using a Send Email module after each interaction. The email asks the customer to complete a satisfaction survey. You notice that there is a high rate of dissatisfied customers leaving your Billing queue. So, you decide to investigate by creating a quick Analyzing Call Sentiment workflow that runs on Wrap Up status in the Billing Queue.
Here’s the linear flow of the triggered workflow:
Use the Wait Period module to ensure the recording has time to process.
Use a Transcribe module to convert the call audio to text.
Use a Calculate Sentiment module to calculate sentiment.
Close the workflow with an End module.
After the workflow runs, you can review the sentiment scores by viewing the Customer Journey tab on the interaction or by creating a report to view the sentiment scores.
Visual breakdown
Visual breakdown
Exterior structure
Exterior structure
This is the exterior of the Calculate Sentiment module. All modules share this same structure.
Read the Overview: Workflow module structure article to take a deeper dive into each of these components.
Interior structure
Interior structure
Below is the deep dive explanation for the interior area of the Calculate Sentiment module.
Which Party: The Which Party menu allows you to select which party on the call transcript to calculate sentiment for. The options include:
User: The User option configures the Calculate Sentiment module to calculate the sentiment for the user on the interaction.
Caller: The Caller option configures the Calculate Sentiment module to calculate the sentiment for the non-user participant, like the customer, on the interaction.
Combined: The Combined option configures the Calculate Sentiment module to calculate the sentiment for both participants on the interaction.
Current Message: The Current Message option configures the Calculate Sentiment module to calculate the sentiment for a specific message. This is used when the Calculate Sentiment module is being used as part of a message workflow.
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