Use sentiment analysis dashboard
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 Configurable Workspace and Workforce Optimization 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**.
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 insights include:
- Sentiment drivers: Displays the 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.
- Impact explorer: Displays the groups impacted by the highest volume of records among the top 10 trends.
- Sentiment change after escalation: Displays the comparison of customer sentiment before and after a case escalation.
Note:
- All these insights look into each case's short description and the last 10 days of comments and work notes to generate these insights.
- Select Related records to open a new page with a list that shows the corresponding cases referenced in the graph. Select the refresh icon
Reload data to see the latest update.
- Select Clear all to reset the insights to their default state.
AI alerts and gradient theme in dashboard
An AI tagline alert with the AI gradient color theme is available in the dashboard to indicate that these pages are fully generated by Now Assist. You can dismiss the alert by selecting the X on the banner. This experience is accessible through entry points in both the CSM Manager Workspace and the Workforce Optimization Dashboard.
Parent Topic:Using Now Assist for Customer Service Management (CSM)
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