Good afternoon Dann, I also seem to have come across the same issue where I can see the values within the agent interaction but not at a higher level.
If a sentiment change is identified within the transcript then we will see a percentage score. This will be compared as trend against any previous score however I don't know if this previous score is against that agent, the queue the agent is assigned to, a group the agent belongs to or indeed the Org as a whole.
What I am also struggling with is finding the time frame the value is defined by. Does it reset each day, week, month or period set by the evaluator.
Thank you,
Lee.
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Lee Hetherington
British Telecommunications PLC
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Original Message:
Sent: 11-02-2020 09:27
From: Dann Sanders
Subject: Sentiment Reporting
Good Afternoon Forum
Does anyone know of a way to report upon Voice Sentiment?
In the individual voice interactions it is possible to see the sentiment score but I was wondering if there was a way of running a report against a group or a queue for example for further trend analysis.
Many Thanks
#Reporting/Analytics
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Dann Sanders
British Telecommunications PLC
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