Proactively Monitoring Sentiment in Omnichannel

Leave a comment

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.

THANKS FOR READING. BEFORE YOU LEAVE, I NEED YOUR HELP.
 

I AM SPENDING MORE TIME THESE DAYS CREATING YOUTUBE VIDEOS TO HELP PEOPLE LEARN THE MICROSOFT POWER PLATFORM.

IF YOU WOULD LIKE TO SEE HOW I BUILD APPS, OR FIND SOMETHING USEFUL READING MY BLOG, I WOULD REALLY APPRECIATE YOU SUBSCRIBING TO MY YOUTUBE CHANNEL.

THANK YOU, AND LET'S KEEP LEARNING TOGETHER.

CARL

https://www.youtube.com/carldesouza

 

ABOUT CARL DE SOUZA

Carl de Souza is a developer and architect focusing on Microsoft Dynamics 365, Power BI, Azure, and AI.

carldesouza.comLinkedIn Twitter | YouTube

 

Leave a Reply

Your email address will not be published. Required fields are marked *