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Sentiment Analysis detects positive and negative moments directly within call transcripts and scores the overall caller sentiment for each call.
Sentiment Analysis automatically detects and highlights moments of positive and negative sentiment directly within call transcripts, and provides an overall caller sentiment score for each call. This data is accessible through reports, dashboard tiles, and can trigger Smart Alerts via Signals. This capability is designed for all Invoca users, including contact center leaders, marketers, and multi-location businesses focused on enhancing customer experiences. Before you begin: you must have the Signal Gold or Quality Management (QM) package to enable this feature. Reach out to your CSM (Customer Success Manager) or success@invoca.com for more information.

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Benefits and use cases

Sentiment Analysis goes beyond basic call metrics, identifying the overall sentiment of every conversation. This means you can quickly pinpoint positive and negative sentiment, zero in on key call highlights, and uncover opportunities for improvement.

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Sentiment Analysis in Calls Reports

  1. Log in to your Invoca portal, select Reports in the left menu bar, then select Calls under Detail Reports.
  2. Locate Sentiment scores in the AI Summary tab.
  3. Select the multi-squares icon at the top left of the Calls Report window to see the Call Details report and diagrams.
  4. Scroll right until you locate the Sentiment and Sentiment Score columns.

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Sentiment Analysis in the Call Review Console

Sentiment is available for all Signal AI Gold and QM customers, but you must have the QM package to enable this view.
  1. Log in to your Invoca portal and select the Call Review icon in the left menu bar.
  2. Use the Filters in the Call Review window — including Date Range, Scores, Evaluated By, Agent, Review Status, Signals, Global Transcript Search, Caller ID, Comments, Marketing Data, Sentiment, and More Filters — to narrow to the calls you’re looking for.
  3. In the Sentiment filter, filter exclusively to Positive, Negative, or Neutral sentiments.
  4. Filter calls from Highest to Lowest Sentiment scores, or Most to Least Recent, using the dropdown filter in the upper right corner.
  5. Click a particular call to view the sentiment results throughout the call along with a sentiment score.

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Sentiment Analysis in Signal Builder

  1. Log in to your Invoca account and click Signal in the left sidebar menu.
  2. Select Manage Signals.
  3. Locate the Signal you’d like to add Sentiment Analysis to and click to open it — or create a new Signal if needed.
  4. In the Call Details section on the left side of the window, scroll down to Sentiment and click it.
  5. The Sentiment signal is added to the Signals menu. Select Sentiment: Equals or Not Equals, then choose Positive, Neutral, or Negative.
  6. Click Update to save the changes.

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Smart Alerts for sentiment

  1. Log in to your Invoca account and select the bell icon in the top right corner.
  2. Click Add Smart Alert.
  3. In the Smart Alerts window, select +Add Alert.
  4. Enter a name for this alert in the Name field.
  5. Select the start and end times you want the alert monitored during, in the When We Monitor section, using the clock icons.
  6. Select the desired Signal using the dropdown, and choose whether it should be True, False, or Not Applied.
  7. Choose the time window you want the alert to apply to.
  8. Set the threshold — either the actual number of calls or a percentage of calls.
  9. Enter the email addresses of the people you’d like to notify in the Recipients field, and click Add Users to save.
  10. Select Save to activate your Smart Alert.

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Where to go next

Last modified on September 23, 2026