> ## Documentation Index
> Fetch the complete documentation index at: https://docs.invoca.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Sentiment Analysis

> 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](mailto:success@invoca.com) for more information.

## 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.

| Invoca platform           | Use cases                                                                                                          |
| :------------------------ | :----------------------------------------------------------------------------------------------------------------- |
| Invoca for Contact Center | High/Low Sentiment Identification: pinpoint calls for targeted agent coaching and feedback.                        |
| Invoca for Contact Center | CSAT/DSAT Trend Analysis: view sentiment scores by region, agent, or other details to analyze satisfaction trends. |
| Invoca for Contact Center | Specific Call Review: easily locate and review call moments with positive or negative sentiment for CX insights.   |
| Invoca for Contact Center | Rules-Based Signals / Sentiment Alerts: get notified of defined sentiment trends.                                  |
| Invoca for Marketing      | Sentiment Analysis: identify positive, neutral, and negative sentiment in reports.                                 |
| Invoca for Marketing      | Correlation/Trend Detection: analyze sentiment scores to find relationships and patterns with Signals.             |
| Invoca for Marketing      | Regional/Location Aggregation: gain insights by analyzing sentiment trends across different areas.                 |
| Invoca for Marketing      | Rules-Based Signals / Sentiment Alerts: set up notifications for specific sentiment trends.                        |

## 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.

## 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.

## 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.

## 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.

## Where to go next

* [Using Signal Builder](/s/article/using-signal-builder)
* [Call Scoring: Agent Performance and Call Evaluation](/s/article/call-scoring)