View real-time customer sentiment in the In-Progress Work component with the User Sentiment column. Supervisors can quickly identify interactions requiring attention by viewing sentiment indicators (Positive, Neutral, or Negative) alongside active work items.
Where: This feature is available for Enhanced Omni-Channel orgs with Command Center for Service V2 enabled. View supported editions.Customers also need Customer Signals Intelligence (CSI) Add-On or Service Rep Assistant (SRA) to see Sentiment as a column option.
Who: To view sentiment data, supervisors and admins need the Access Command Center for Service V2 permission. To configure component columns in the Lightning App Builder, you need the Customize Application permission.
How: In the Lightning App Builder, open the page where you are already using the In-Progress Work component or create a new Lightning page and add the In-Progress Work component. In the configuration panel, add User Sentiment under Customize Columns, then save and activate the page.