Page Comparison

Lists key topics spoked within a conversation, providing a quick summary of the audio file content.

Provides a graphical display of the sentiment shift during the conversation. The angle and direction of the line reflects the sentiment direction and gradient.

The sentiment gradient maps the changing sentiment (tone or mood) across the entirety of an interaction by calculating the change in the sentiment between the beginning and the end of the conversation for each speaker. Note that a positive sentiment gradient does not necessarily mean that the outcome of the conversation was positive, it only reflects the direction of the change in the sentiment across the call.

The Verba system displays the sentiment gradient on the search result screen as follows:

• The gradient scores are provided separately for each identified speaker by the Intelligent Voice solution. The Verba system only displays the best and the worst sentiment gradients for the conversation. Note that this means if there are more then 2 speakers in the conversation, the system will not display all sentiment gradients.
• The sentiment gradient is presented on a scale of 4 categories and displayed as a small line chart:
  • Sentiment has changed very negatively Image Modified
  • Sentiment has changed negatively Image Modified
  • Sentiment has changed positively Image Modified
  • Sentiment has changed very positively Image Modified

Lists the granular count of TCU sentiment within the conversation. 

The numbers with the colored background represent the number of TCUs in the respective sentiment category for the recorded conversation.