Use sentiment analysis dashboard

  • Release version: Yokohama
  • Updated September 25, 2025
  • 2 minutes to read
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    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Use Sentiment Analysis Dashboard

    The sentiment analysis dashboard enables users to visualize and interpret customer sentiment across cases effectively. It provides insights into sentiment trends, root causes, and performance metrics, aiding customer service managers in making data-driven decisions. The dashboard is accessible through the CSM/FSM configurable workspace and features GenAI-generated insights to enhance understanding of sentiment dynamics.

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    Key Features

    • Entry Point Widget: Available from the CSM/FSM home page, this widget offers a snapshot of sentiment trends over time.
    • Sentiment Trend: Displays average sentiment scores per day, helping track sentiment changes over time.
    • Record Details: Shows case distribution from very positive to very negative sentiments.
    • Sentiment Breakdown: Provides a detailed analysis by various criteria such as Region, Assignment Group, and Product.
    • Chart Toggle: Allows switching between line and bar chart views for better data visualization.
    • Time Filters: Supports filtering sentiment data over various time frames, including custom ranges.
    • GenAI Insight Cards: Offers explanations for sentiment trends, identifying negative and positive drivers, top negative assignment groups, sentiment changes after escalations, and sentiment distribution by communication channel.

    Key Outcomes

    By utilizing the sentiment analysis dashboard, customer service managers can effectively monitor customer sentiment, identify trends and root causes, and enhance service delivery. The insights provided can lead to improved case handling and increased customer satisfaction as they allow for targeted interventions based on sentiment analysis.

    Visualize and interpret customer sentiment across cases using the sentiment analysis dashboard and GenAI insight cards.

    The sentiment analysis dashboard provides a comprehensive view of customer sentiment across cases and accounts. It includes visualizations, filters, and GenAI-generated insights to help identify sentiment trends, root causes, and performance across channels and assignment groups.

    Entry Point Widget

    The sentiment snapshot widget can be accessed from the CSM/FSM configurable workspace home page. It displays a preview of the dashboard of the sentiment trend over time, using the average sentiment score per day. You can access more detailed information by selecting View dashboard and navigate to the details page.

    Note:
    • The sentiment analysis dashboard can only be managed by customer service managers. The sentiment analysis case skill must be activated so that future cases can pick up sentiment.
    • The entry point in Core UI to access the sentiment analysis dashboard is Customer Service  > Now Assist Dashboards > Sentiment Analysis Dashboard.
    Figure 1. Sentiment analysis dashboard
    Dashboard showing sentiment trend line chart, sentiment breakdown by channel, and multiple bar charts for negative and positive drivers, assignment groups, escalation impact, and case counts by channel.

    In-depth View Page – Data Visualizations

    Function Description
    Sentiment trend Displays the average sentiment score per day over time.
    Record details Displays the distribution of cases from very positive up to very negative.
    Sentiment breakdown Displays sentiment breakdown by Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State, and also includes average sentiment and total records data.
    Bar Chart Displays sentiment split across categories in Record details.
    Chart Toggle Switches between line and bar chart views in Sentiment trend and Record details.
    Time Filters Supports Last 7 days, Last 30 days, Last 3 months, Last 6 months, and custom range filtering options.

    GenAI generated Insight Cards

    GenAI insights provide explanations for sentiment trends and root causes in different cases. These include:

    • Negative sentiment drivers: Displays factors that most frequently influence negative customer sentiment. The insight is across the date range and displays a reason why cases in these categories were showing that sentiment.
    • Positive sentiment drivers: Displays factors that most frequently influence positive customer sentiment. The insight is across the date range and displays a reason why cases in these categories were showing that sentiment.
    • Top negative assignment groups: Displays agent assignment groups with the highest levels of negative customer sentiment.
    • Sentiment change after escalation: Displays the comparison of customer sentiment before and after a case escalation.
    • Number of cases by channel: Displays the distribution of customer sentiment across different communication channels.
    Note:

    All five of these insights look into each case's short description and the last 10 days of comments and work notes to generate these insights.

    You can select Related records to open a new page with a list that shows the corresponding cases referenced in the graph. You can select the refresh icon Reload data to see the latest update.