User sentiment
Path: Analytics → Dashboard → Conversations
User Sentiment scores the emotional tone of a conversation from the user’s messages, so you can track how conversations feel, not just whether they resolved.
Ratings
Section titled “Ratings”Every conversation gets exactly one rating (the ratings are mutually exclusive, so shares sum to 100%):
| Rating | Meaning |
|---|---|
| Great | Clearly positive tone. |
| Good | Neutral to positive tone. |
| Negative | Frustrated or negative tone. |
The widget headlines the Good-or-better share with its count (for example, “95.1% — Good or better · 620 of 652”) and a trend chip in percentage points against the previous period (for example, “-0.4pp”). The legend shows the count per rating. From ⋯ → Chart Type, display it as a Stacked Bar (ratings over time) or a Summary (a single horizontal bar of the current mix).
Use it
Section titled “Use it”- A rising share of Negative is an early warning that quality is slipping, often before Resolution Rate moves. Drill in with Session replay.
- Filter by Agent or time range to find where the experience is worst.
- Cross-check with retention: if users with negative first conversations drop off, first-session quality is a retention lever.
Related
Section titled “Related”- Conversation metrics: volume, resolution, and handoffs.
- Signals frequency: what users asked for and where the agent fell short.