Customer Sentiment added to Closed Conversations CSV export file

The calculated Sentiment value is now included as a sentiment column in the CSV export files created from Reports > Closed Conversations and Reports > Insights (the CSV export is available in Reports > Insights after drilling down to view Conversations in a Funnel with a Journey Type of Conversation).

The sentiment value is a numeric representation of the customer's mood, which corresponds to the Customer Mood emojis that display in the Agent UI Conversations list and in Reports > Current Activity > Conversations, when the Customer Mood toggle buttons are enabled in Admin > Agent UI > Agent Settings. Sentiment values range from -1 to 1, and the value is a weighted average of the last 5 customer messages in the conversation, with the most recent message being more impactful than the previous messages. For reference, a sentiment value of 0.0000 results in the smiley face emoji being displayed, so positive sentiment values indicate a positive customer mood, whereas negative values would indicate the opposite.

If a conversation is started via the Start Conversation dialog and the customer does not respond, no sentiment value is calculated and the column in the CSV will be blank.

Affected Users: Administrator