Purpose 

This document explains the reasons behind the differences in signal and case counts observed between the Sentiment Signals Trend Chart Report and the Experiential Metrics > Customer Experience > Sentiment Signals Bar Chart in SupportLogic.

1. Sentiment Signals Bar Chart Behavior

• The Sentiment Signals Bar Chart only displays cases where the associated signals are permitted for display in the user interface (UI).

• Certain signals, such as those derived from outbound emails or internal comments, may be system-restricted and not shown in the UI.

• Due to these restrictions, cases containing such signals are excluded from the bar chart reports, resulting in a lower case count.

2. Sentiment Signals Trend Chart Behavior

In contrast, the Sentiment Signals Trend Chart Report provides a holistic view by incorporating all sentiment signals predicted by the system, including those from:

• Inbound messages

• Outbound messages

• Internal comments

Since this report does not apply UI-based restrictions, it captures a broader set of signals, leading to a higher case count compared to the bar chart.