Analyze real-time customer sentiment

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

Important

This feature is intended to help customer service managers or supervisors enhance their team's performance and improve customer satisfaction. This feature isn't intended for use in making, and shouldn't be used to make, decisions that affect the employment of an employee or group of employees, including compensation, rewards, seniority, or other rights or entitlements. Customers are solely responsible for using Dynamics 365 Customer Service, this feature, and any associated feature or service in compliance with all applicable laws, including laws relating to accessing individual employee analytics and monitoring, recording, and storing communications with end users. This also includes adequately notifying end users that their communications with customer service representatives may be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their customer service representatives that their communications with end users may be monitored, recorded, or stored.

Note

Supervisor and customer service representatives (service representatives or representatives) sentiment notifications aren't available in Omnichannel for Customer Service on Unified Service Desk.

Sentiment analysis settings in Omnichannel for Customer Service provide service representatives and supervisors with real-time insight regarding how customers are interacting with service representatives during chat sessions.

Sentiment analysis

To let service representatives and supervisors see the customer's satisfaction levels instantly during customer communication, you need to enable sentiment analysis.

Note

Sentiment analysis is enabled by default.

Enable sentiment analysis

You can enable the sentiment analysis feature in the Customer Service admin center or Contact Center admin center app.

1. In the site map, select Insights in Operations. The Insights page appears.

2. In the Sentiment analysis section, select Manage.

3. In the Sentiment analysis section, set the Monitor real-time customer sentiment toggle to Yes, and then select Save.

   

After you enable real-time customer sentiment, you can view scores in the Omnichannel Insights dashboards.

Service representative settings

Service representatives can view the customer sentiment in the communication panel for a conversation session that is active and in focus. For a session that isn't in focus, the alert is shown on the session panel.

You can show alerts to the service representatives when a customer's sentiment decreases to or below a particular value. You can set the customer's sentiment to any of the following values:

• Don't show alerts
• Slightly negative
• Negative
• Very negative

For example, you set the threshold value as Slightly negative. When the customer's sentiment reaches Slightly negative or any other sentiment value below this, an alert is displayed to the service representative.

1. Navigate to the Sentiment analysis page.

2. In the Agent settings section, select a value from the Show alerts when a customer's sentiment decreases to or below list. The options are:

   • Don't show alerts

   • Slightly negative

   • Negative

   • Negative

     

To turn off service representative alerts, select Don't show alerts.

Supervisor settings

Supervisors can use the Omnichannel Ongoing Conversations dashboard to view customer sentiment in real time during conversations between customers and service representatives.

You can show notifications to the supervisors when a customer's sentiment decreases to a particular value or below it. The supervisor must be assigned to the queue to receive sentiment notifications.

You can set the sentiment threshold to any of the following values:

• Don't show notifications
• Slightly negative
• Negative
• Very negative

For example, you set the threshold value as Slightly negative. When the customer's sentiment reaches Slightly negative or any other sentiment value lesser than Slightly negative, a notification is displayed to the supervisor.

1. Navigate to the Sentiment analysis page.

2. In the Supervisor settings section, select a value from the Send notifications when a customer's sentiment decreases to or below list. The options are:

   • Don't send notifications
   • Slightly negative
   • Negative
   • Very negative

   

To turn off supervisor notifications, select Don't send notifications.

Multilingual sentiment

Multilingual sentiment scoring is enabled by default. Conversations in more than 40 languages are scored. The languages listed in the following table are supported in the analytics features.

Arabic Bulgarian Chinese (Hong Kong SAR) Catalan Chinese Simplified Chinese Traditional Croatian Czech Danish Dutch English Estonian Finnish French

German Greek Hebrew Hindi Hungarian Indonesian Italian Japanese Korean Latvian Lithuanian Malay Norwegian Polish

Portuguese Romanian Russian Serbian (Cyrillic) Serbian (Latin) Slovak Slovenian Spanish Swedish Thai Turkish Ukrainian Vietnamese

Note

For languages supported in the product user interface (UI), see Language availability.

Related information

Monitor, assign, and transfer conversations