Sentiment
Sentiment is the client's emotional state during the call, classified into five values.
The five values
| Sentiment | Emoji | What it means |
|---|---|---|
| Positive | 😊 | The client was engaged and receptive. |
| Neutral | 😐 | Neither positive nor negative. |
| Hesitant | 😟 | Uncertain, weighing options. |
| Frustrated | 😠 | Annoyed — often at a problem, not the agent. |
| Negative | 😡 | Angry or dismissive. |
How it's used
- The sentiment badge appears in the call header.
- The Sentiment & lead quality dashboard widget shows the team-wide distribution.
- For brief calls, the sentiment journey tracks how the mood shifted during the call.
Why it matters
Sentiment is a strong signal of the client's experience — separate from the agent's process quality. A call can score well on process yet leave the client frustrated.
tip
Pair sentiment with the disposition: a Soft Rejection with Frustrated sentiment usually means the agent didn't address the client's real concern before trying to close.