- Sentiment score is a score that summarize the sentiment aspect of the case and helps to identify the negativity or positivity of the entire case and its history.
- Sentiment score scale range is between 0 to 100, with 7 breaks, to represent the best the customer’s interpretation of their support experience with this case. The lower the sentiment score - the less happy the customer.
- Initial sentiment score (aka default value) is 70.
- Sentiment score scale explained in the SupportLogic app:
Contributing FactorsMain factors
- Comment Activity Channel - determined by the number of inbound comments minus outbound comments and a quarter of case notes comments.
- Support Sentiment - reacts to the following detected signals: Lack of Progress, Not Helpful, Helpful, Good Information, Fast Response and Positive.
Additional factors
- Customer waiting channel - reacts to detected signals, Impatience, Follow-up Request, Fast Response.
- Urgency Channel - reacts to the detected Urgency signal.
- Account Channel - reacts to a detected Competitive Threat/Churn risk.
- Case Status Channel - reacts to Case Closure Requests.
- Escalation Request Channel - reacts to detected Escalation Requests.
- Participant Channel - updates score based on the number of participants.
- Problem Impact Channel - reacts to a detected critical issue and production issue signals.
- Base Sentiment - reacts to the following detected signals: Confusion, Frustration, Impatience, Negative and Positive.
- Comment Activity Channel - determined by the number of inbound comments minus outbound comments and a quarter of case notes comments.
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