---
schema_version: "1"
id: 854bd217ebef8b6e32849220fe1038037365497d77783a5608ea52c16168b95d
title: Customer Sentiment Insights
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/concept_tua_cxi_analytics_dashboard_customer_sentiment_insights.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_dashboard_customer_sentiment_insights.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4aecc035fc4fd68dd3349253323b03db3da025fe84bc6421d8327ece2ede9ae2
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Customer Sentiment Insights

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>,&nbsp;<strong>Unlimited</strong>, and&nbsp;<strong>Developer</strong>&nbsp;Editions where Customer Signals Intelligence is enabled</td></tr></tbody></table>

 
| 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. |