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Using Sentiment and Attention Scores as Filters

Modified on Fri, 19 Jan 2024 at 06:34 AM

Purpose

Use either the Sentiment Score or Attention Score values in order to review cases in Global and Quick Filters.



Summary

Sentiment Scores and Attention Scores are AI generated summaries from support case text which provide crucial insights about the tone, urgency, and/or frustration level expressed by your customers and enables you to use them in both Global and Quick Filters (see the Global Filters article on how to use these filters).



Using Scores In Quick and Global Filters

In addition to refining the list of cases by agents, customers or case metadata, you can also use the sentiments in the Scores tab when defining filters.


Leverage both Sentiments and Attention signals to create highly customizable preset filters and only focus on the cases that are important to you.




Sentiment and Attention Scores in SupportLogic

To learn more about sentiment detection and how we determine the Sentiment and Attention Scores for a case, please review the brief video tutorials below:



VideoLengthDescription

3 mins

Learn how SupportLogic determines the Need Attention score for cases and customers.


5 minsLearn how SupportLogic determines the Sentiment score for cases and customers.





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