Customer Sentiment Analysis Dashboards for Contact Centers

The platform analyzes customer interactions across multiple channels, including voice calls, SMS, emails, documents, and chat transcripts. By ingesting conversation data across these touchpoints, contact centers maintain consistent sentiment scoring, red-flag monitoring, and quality evaluation across all customer-facing channels rather than isolating analysis solely to inbound phone conversations.

Interactions are evaluated by AI against customizable quality assurance scorecards, rubrics, metrics, and weights. Rather than reviewing random samples, the system processes interactions automatically, assessing caller sentiment, agent handling, and compliance criteria. Metric-level explanations accompany each score, ensuring managers understand the exact factors behind sentiment classifications and overall evaluation results.

Yes. Automated red-flag detection identifies high-risk issues such as hostile behavior, privacy violations, improper advice, and escalation risks. When critical issues or negative emotional spikes are detected, the system triggers automated alerts and webhooks, routing notification details directly to supervisors, internal dashboards, ticketing systems, or connected customer relationship management software.

Supervisors and managers can track sentiment and performance through dedicated QA dashboards, agent performance analytics, and daily AI QA summaries. Teams can generate and export data through CSV exports, PDF trend reports, and custom saved reports. These reporting options highlight recurring issues, coaching gaps, and sentiment trends across individual agents, teams, channels, and locations.

Emotion detection and call emotion mapping features are available on the Pro plan at $89 per agent per month. The Essentials plan, priced at $49 per agent per month, includes core automated scoring and analytics. Both plans feature unlimited usage of included capabilities without usage-based overage fees, with free access for managers and reviewers.

Sentiment data highlights recurring agent performance patterns and customer pain points to generate targeted coaching recommendations. On supported plans, contact centers can deploy structured agent training programs, lessons, quizzes, knowledge checks, and AI mock caller roleplay. This allows agents to practice handling frustrated callers and complex scenarios in a simulated environment.