Configure sentiment analysis for case (preview)

[This article is prerelease documentation and is subject to change.]

Case sentiment provides organizations with a consolidated view of customer sentiment across email, chat, and voice interactions linked to a case. This feature helps organizations analyze sentiment patterns to identify potential escalations before they occur, prioritize cases requiring immediate attention, and enable data-driven decisions to improve service delivery.

Prerequisites

• The CSR Manager and System Administrator role to enable the feature.
• The channels you want to include in the case sentiment such as email, chat, or voice are provisioned.
• sentiment analysis is enabled.

Enable case sentiment setting definition

1. In Power Apps, select the Default Solution in Solutions.
2. Search and select the Enable Case Sentiment setting definition. Learn more in Update a setting definition
3. On the Edit Enable Case Sentiment pane that appears, select Add existing value in Setting environment value.
4. Set the value to Yes.
5. Save and publish the changes.

Set up sentiment analysis for case

In the Copilot Service admin center, perform the following steps:

1. Go to Customer Support > Case settings.

2. On the Case settings page, select Manage for Case sentiment (preview).

3. On the Case sentiment (preview) page, perform the following actions:

   • Select the channels that the case sentiment calculation must reflect. You can select one or more of the following channels:

     • Voice
     • Chat
     • Email. This option is enabled only if Email sentiments (preview) is enabled. To enable email sentiment, perform the following steps:
       • Select Manage for Agent experience > Productivity> Copilot for questions and emails or Operations > Insights > Copilot for questions and emails.
       • Select Email sentiments (preview).
       • Select Save.

   • Select a weightage option:

     • Equal weightage: The system automatically assigns equal weights to all selected channels.
     • Unequal weightage: Manually assign weights to each channel. The total weightage must equal 100 for accurate sentiment calculation.

   • If the channel is deprovisioned or deleted after you define its weight, the application redistributes that weight across the remaining channels.

4. Save and close.

Display case sentiment

For customer service representatives to view the case sentiment, you must perform the steps in the following sections.

Add case sentiment to case form

For case sentiment to be visible on the case form, perform the following steps:

1. In Power Apps, select the environment that contains your solution.
2. Select Tables, select Case, and then select Forms.
3. Select the required form to which you want to add the case sentiment.
4. From Table columns on the right, select Sentiment and add it to the form. Learn more in Add columns to a form.
5. In the Properties tab for Sentiment, perform the following steps:
   • Select Components > Get more components.
   • Search for and select CaseSentimentControl
   • Select Add.
6. Save and publish the changes.

Add case sentiment to case grid view

For case sentiment to be visible on the case grid view, do the steps in Add columns to the case grid to add the Sentiment column to the view.

Add case sentiment to agent inbox

For case sentiment to be visible on the agent inbox, perform the following steps:

1. Go to Agent experience > Workspaces.
2. In Workspaces, select Manage for Agent experience profiles.
3. Select Customer Service workspace+inbox-default profile.
4. Select Edit on the Inbox section.
5. On the Inbox settings dialog, do the following:
   1. Select Inbox record types and then select Case.
   2. Select Add to add the Sentiment field and Sentiment icon. Learn more in Custom card configuration.

Understand case sentiment calculation

The application calculates case sentiment considering both the sentiment score of individual interactions linked to the case and the recency of those interactions. For each channel, the application performs the following steps:

1. Calculate the interaction weight by dividing the channel weight (voice call, email, or chat) by the number of days since the interaction occurred.
2. Calculate the sentiment factor by multiplying the interaction sentiment score by the interaction weight.
3. Calculate the case sentiment by dividing the total of all sentiment factors across channels by the total of all interaction weights across channels.

The sentiment score is a numerical value that the application uses only for calculation.

For a chat or a voice conversation, the application recalculates the case sentiment based on the conversation sentiment only when the conversation is closed and the conversation transcript is generated.

If email sentiment is enabled, the case sentiment is recalculated with each incoming email.

Example

You configure the weights for email, chat, and voice channels as 50%, 20%, and 30% respectively.

A case has the following interactions:

• An email that was sent to the customer 3 days ago with an email sentiment score of 9.

• A live chat conversation that was closed two days ago with a sentiment score of 8.

The application calculates the case sentiment as follows:

The case sentiment score is 8.6, based on a range of 7 to 14, where 7 is very negative and 14 is very positive. This score indicates that the overall sentiment for the case is slightly negative.