Sentiment by Themes and Tags - Ticket & Annotations Report

Index:

1. Sentiment by Tags
2. Sentiment by Themes

Access important data within the Ticket & Annotations Report that aids in team performance analysis.

Within STILINGUE Smart Care, interactions collected by the system generate a comprehensive report with essential data for tracking your team's performance. 

Sentiment by Tags

The graph presents annotated calls with tags, separated by sentiments. Here, it is possible to identify which tag registered in the system appears most frequently in interactions classified with a positive sentiment, as well as tags classified with a negative sentiment.

The presentation of data can be toggled between "Non-Proprietary," "Proprietary," "Handled," representing responded and closed tickets. By clicking on the sentiments below the graph, you can view them separately.

Sentiment by Themes

The graph presents tickets classified with themes, separated by sentiments. Here, it is possible to identify which theme registered in the system appears most frequently in interactions classified with a positive sentiment, as well as themes classified with a negative sentiment.

The presentation of data can be toggled between "Non-Proprietary," "Proprietary," "Handled," representing responded and closed tickets. By clicking on the sentiments below the graph, you can view them separately.

It is important to remember that, in this graph, the classification of sentiments can be changed according to the annotations made in the interactions. The data presented here takes into account the sentiment existing at the time the filter was generated. That is, if today an interaction is marked as positive, it will be classified as positive in the graph generated on the same day. But if tomorrow the same interaction is reclassified as negative, in tomorrow's report, it will be listed as negative.

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