Customer Sentiment and Agent Empathy Score

As the agent disconnects and de-allocates the call, two fields Customer Sentiment and Agent empathy Score values are displayed on the Activity Record.

• Customer Sentiment: Indicates the customer’s emotional tone or satisfaction level during the conversation.

• Agent Empathy Score: Indicates how the agent interacted with the customer throughout the call.

Both values are represented as a percentage between -100% and 100%, where:

• Negative percentages indicate unfavorable or low sentiment/empathy.

• Positive percentages indicate favorable or high sentiment/empathy.