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It is important to know how customers feel about their interactions with agents so that you can improve agent coaching and hence customer satisfaction. Voyc makes it simple to learn how customers feel about their interactions. All you need to do is look at Conversation Sentiment.
What is Sentiment on Voyc?
On Voyc, Sentiment provides information about how customers feel about their interactions with agents. The system divides sentiment into three categories to provide a clear picture of how customers truly feel.
Positive Sentiment: These are all the words that are mentioned in a positive context. Voyc detects these words and categorises them under the positive sentiment category.
Negative Sentiment: These are all the words that are mentioned in a negative context. Voyc detects and categorises these words or phrases under the negative sentiment category.
Neutral: These are all words from the chosen conversations that are not classified as positive or negative sentiments. In this case, the system categorises these words or phrases under the neutral sentiment category.
📌Take Note: To get sentiment results, calls must have been uploaded on Voyc so
that the system can assess the conversations and generate results for you to
analyse.
Navigating the Sentiment Page
Now that you know what to expect, let's talk about how to see sentiment results on Voyc.
To get started, go to Dashboards, and click Conversation Insights. At the top of the page, when you read from left to right, you are presented with two sentiment word clouds, the Positive Word Cloud and the Negative Word Cloud. As you continue examining the data, you will see the Overall Sentiment presented on the right-hand side.
Below the three categories, you will be presented with Sentiment Over Time where you will track trends in positive and negative sentiment for a particular period of time and gain insight into how positive sentiment trends influence negative sentiment and vice versa.
Positive Sentiment Word Cloud
This word cloud displays all positive words that were mentioned in a positive context. It is filterable and allows you to see words from both the agent and the customer, words from the customer only or words from the agent only. Follow the steps below to learn how to check all of the words that fall under Positive Sentiment in your uploaded calls:
Agent and the Customer View: This view shows a combination of the words from both the agents and the customers that were mentioned in a positive context.
Customer View: This filters the word cloud's default view so that you only see words mentioned by customers in a positive context.
Agent View: This filters the word cloud's default view so that you only see words mentioned by agents in a positive context.
📌 Take Note: While Voyc can detect speakers for most calls, 100% accuracy can
only be guaranteed on stereo audio files.
*Repeat steps 1 to 3 to view the Negative Sentiment Word Cloud.
💡 Tip: Hover over each word or phrase in the word cloud to see the number of
times it appeared in conversations.
Overall Sentiment
This demonstrates a mix of positive, negative, and neutral sentiments across all of the assessed conversations on the system during the chosen date range. Overall Sentiment, which can be viewed as a pie chart or a list, enables you to quickly and easily understand what frustrates and delights your customers. With Overall Sentiment, you can identify areas of improvement and make data-driven decisions to improve your customers' experience.
📌Take Note: Below the pie chart view, easily toggle the sentiment you want to see
or hide and obtain insights into the overall sentiment of all calls for the selected
time frame.
Sentiment Over Time
Leverage sentiment data to drive behavioural change within your team, enhancing both agent-customer interactions and overall customer experience. Use the Sentiment Over Time chart to track trends in positive and negative sentiment for a particular period of time and gain insight into how positive sentiment trends influence negative sentiment and vice versa.
💡Tip: Hover over each bar to view the statistics. In each bar, you will see the total
number of positive words and the total number of negative words for that specific
period.
Frequently Asked Questions
I can’t view any sentiment data. What could be the issue?
I can’t view any sentiment data. What could be the issue?
To be able to view sentiment results, there must be data available for the requested period. Ensure that there were calls uploaded and assessed during the period that you requested.
I do not want to see the neutral category on the Overall Sentiment graph. What can I
do?
I do not want to see the neutral category on the Overall Sentiment graph. What can I
do?
Below the graph, there are checkboxes of what must be displayed in the graph. Deselect the neutral option and this will be removed from the data presented in the graph.
When I hover over the bars on Sentiment over time, no statistics appear. How can I
resolve this?
When I hover over the bars on Sentiment over time, no statistics appear. How can I
resolve this?
Refresh your browser so that information will load again. If this does not work, contact support using the chatbot.