When a case is escalated to Care, Emplifi platform detects its sentiment and assigns one of the three sentiment levels:

  • positive

  • negative

  • neutral

Change the sentiment level

As an agent, you can easily change the sentiment level of a case at any point.

Every change appears in the activity log. For details, see Review a Case Activity Log in Care.

Case level sentiment is always applied to the entire case, not to individual messages.

Care sentiment analytics in Dashboard

You can analyze your Care cases using filters in the following Care widgets in the following widgets:

  • Number of cases

  • Handling time

To learn more about Care analytics, see Analyze Your Care Escalations.