Know How Customers Feel.
Before Your CSAT Survey Does.
Sentiment Analytics aggregates customer emotional tone across every scored call — by week, by agent, and by call type. Spot a deteriorating customer experience trend before it shows up in escalations, CSAT dips, or cancellations.
Sentiment Over Time
Weekly trend of positive, neutral, and negative calls. A deteriorating sentiment trend is visible weeks before it reaches your CSAT survey results.
Sentiment by Agent
Compare the emotional tone of each agent's calls side-by-side. Identify agents whose calls consistently end in frustration — and those who reliably improve customer mood.
Sentiment by Call Type
Billing calls are angrier than sales calls. Retention calls vary widely. Sentiment by call type gives each rubric category its own baseline — so comparisons are fair.
Worst-Sentiment Calls
A ranked list of the calls with the lowest sentiment scores in the period. Each entry links directly to the call so managers can listen, understand what went wrong, and decide whether coaching is warranted.
Per-Call Sentiment Timeline
On every individual call detail page, a sentiment timeline charts how customer mood shifted across the conversation — from warmth to frustration, or from skepticism to commitment.
Leading Indicator for Churn
Persistent negative sentiment across a customer's calls is one of the strongest churn signals available. Sentiment Analytics surfaces this before the customer makes the call to cancel.
Why Sentiment on Every Call Matters
Most contact centers measure sentiment through post-call surveys — which capture roughly 15–30% of interactions and are heavily skewed toward the most satisfied and most dissatisfied customers. Call Coach IQ measures sentiment on 100% of scored calls, giving you a complete and unbiased picture of the customer experience.
More importantly, call-based sentiment is a leading indicator. It reflects what customers felt during the interaction — before they decide whether to respond to a survey, escalate a complaint, or quietly cancel their account.
Who Uses Sentiment Analytics
Track the weekly sentiment trend as a leading CX health metric. A two-week negative slide is a signal that something systemic changed — in scripting, a product issue, or an operational gap.
Use "Sentiment by Agent" to identify who needs coaching on tone, empathy, and de-escalation — not just on rubric compliance.
Pull the worst-sentiment calls list each week. Add these to the human review queue even when their rubric score looks acceptable — sentiment is a dimension the rubric alone doesn't always capture.
CX Intelligence That Doesn't Wait for a Survey
Book a demo and see your team's customer sentiment picture — built from real calls, not survey samples.
Request a DemoAvailable to managers and admins on all plans.