Client sentiment
Sentiment measures the client's emotional tone during the call. It's a badge in the header and a factor in the analysis.
| Sentiment | What it means |
|---|---|
| 😊 Positive | The client was receptive and engaged. |
| 😐 Neutral | Neither positive nor negative. |
| 😟 Hesitant | Unsure, wavering. |
| 😠 Frustrated | Irritated — often about a problem or price. |
| 😡 Negative | Actively unhappy. |
How to use it
- A positive call that still ends in a hard rejection is worth reviewing — the objection came late.
- A frustrated call that ends in a sale shows the agent recovered well.
tip
Sentiment is the client's mood, not the agent's — it's inferred from the client's words and tone, and it's a leading indicator of the outcome.