Sentiment Signals Filter Differences

Introduction:

The Sentiment Filters on the Experiential Metrics page help analyze customer sentiments like positive, negative, or product-related, across different case stages and timeframes. These filters allow you to narrow down insights based on the status of support cases: Created, Closed, or Open.

Filter Definitions:

1. Created
   

   • Displays sentiment for cases that were created during the selected timeframe.
     
     

   • Useful for tracking initial customer tone and identifying trends early in the support lifecycle.
     
     
     

2. Closed
   
   

   • Shows sentiment for cases that were closed during the selected timeframe.
     
     

   • Helps evaluate customer satisfaction or frustration at resolution.
     

3. Open
   
   

   • Displays sentiment for cases that remain open, based on when they were opened within the selected timeframe.
     
     

   • Ideal for monitoring ongoing issues and proactively addressing customer concerns.