Proactively Monitoring Sentiment in Omnichannel

In this post, we will look at how Supervisors can proactively monitor sentiment of a conversation in Omnichannel for Customer Service.

First, let’s set this up in the Omnichannel Admin app.

Go to the app, and select Sentiment Analysis. Note the Agent settings and Supervisor settings to “show alerts when a customer’s sentiment decreases to or below”:

We can choose here:

• Slightly negative
• Negative
• Very negative

Let’s select slightly negative for both.

Now, let’s start a chat with a customer that is upset:

The supervisor gets the alert that a “slightly negative” chat is in progress, and has the option to monitor the chat:

From the agent’s perspective, we see the alert:

Once the sentiment returns to normal, the alert is cleared:

A useful feature to stay on top of customer sentiment, something companies should look to implement.

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Carl de Souza Enterprise Architect at Microsoft · AI Technology Expert