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Sentiments

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Emily Flynn

What makes the sentiments positive or negative? 

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  • Official comment
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    Ariane
    (Edited )
    Community team

    Hello Emily!

    Call sentiments rely on a trained classification model that searches the transcript for words and phrases commonly associated with positive or negative sentiments. It then aggregates and ranks all of the identified words and phrases into a sentiment range, which is listed below:

    • 0 to .1 is Neutral (we expect this to be at least 50% of calls).
    • .1 to .3 is Slightly Positive/Negative.
    • .3 to .5 is Fairly Positive/Negative.
    • .5 to 1 is Mostly Positive/Negative.

    Let me know if you have any further questions, and welcome to the community!

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