Quick Tips for Sentiment and Attention Scores

Review the following ways you can leverage Sentiment and Attention Scores creatively within SupportLogic:

Alert Triggers.  Both Attention and Sentiment Scores can be used as Alert Triggers to identify customers that meet certain criteria and whose language within their support case indicate they are upset, frustrated, angry, or expressing the need for call back?

To do so, within My Alerts, select either the Attention or Sentiment Score Trigger definition and set the threshold for each.  In the example below, we are adding the criteria

Global filters:

The Sentiment and Need attention scores can be leveraged to filter the data displayed in the User Interface by using them as Filter conditions in Global filters. 

Further Assistance:

If you have any further questions about Sentiment and Need attentions scores, please contact our support team at support@supportlogic.io. We are happy to assist you.