---
schema_version: "1"
id: cefa69194e3cf173009ebf72b6ee261055af26d7fc53aa4d374924d2ae75bbf3
title: Monitor Customer Sentiment in the In-Progress Work Component
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_omnichannel_monitor_sentiment.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_monitor_sentiment.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8665192055fdc33682072053a86a9f6c319ae0e4434b7deca4bebf55c97b3b44
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Monitor Customer Sentiment in the In-Progress Work Component

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.](https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US)Customers also need [Customer Signals Intelligence (CSI)](https://help.salesforce.com/s/articleView?id=service.csi_realtime_insights.htm&language=en_US) Add-On or [Service Rep Assistant (SRA)](https://help.salesforce.com/s/articleView?id=service.sp_intro.htm&language=en_US) 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.

#### See Also

- [_Salesforce Help_: In-Progress Work Component Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_cc_in_progress_fields.htm&language=en_US)