Analyze customer engagement performance and sentiment across channels using the
Customer Sentiment Insights dashboard, embedded in the Service Console or accessible from
Contact, Account, or Lead pages. Use this dashboard to assess sentiment, identify top contact
reasons, and evaluate overall engagement scores.
Required Editions
| Available in: Lightning Experience |
| Available for an additional cost in: Enterprise, Unlimited,
and Developer Editions where Customer Signals Intelligence is enabled |
| METRIC |
CALCULATION |
| Overall Sentiment |
Shows the most frequent sentiment associated with a customer based on their
highest number of interactions. Use this metric to quickly evaluate the general
attitude of a specific account or contact. |
| Sentiment Trend |
Shows the volume of customer interactions grouped by sentiment over a specified
time period. Use this metric to monitor historical shifts in customer satisfaction and
identify long-term engagement patterns. |
| Sentiment by Channels |
Shows the distribution of customer interactions categorized by sentiment across
different communication channels, such as cases and chat and so on. Use this metric to
analyze how customer satisfaction varies between specific service platforms. |
| Top Engagement Contact Reasons |
Shows the top five reasons for customer outreach, ranked by interaction volume
for a specific account or contact. Use this metric to pinpoint the most common drivers
of customer engagement and prioritize recurring service issues. |
