Emotion (Discover)

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About Emotion Data

CB Emotion identifies the specific emotions that appear in feedback and customer interactions. CB Emotion also identifies which sentences are emotional, and can tag more than 1 emotion to each sentence.

Using Emotion Data

You can use CB Emotion across Discover, in categorization, filtering, and to build informative dashboards.

When paired with text analytics, emotional analysis can be beneficial in many ways:

Determine how customers feel about a particular product or service.
Monitor reactions to a launch or announcement.
Understand customer experiences and motivations deeper when combined with sentiment and emotional intensity.
Design empathetic solutions to customers’ issues.

Attention: If your organization doesn’t allow machine learning, you should not use this feature. Instead, use our pre-made Emotions category models.

Emotion Attribute in Designer

Name: CB Emotion
System Name: cb_emotion
Type: Text (multivalue)
Scale: None
Granularity: Sentence
Feedback Type: All
Supported Languages: Talk to your Discover Account Representative.

FAQs

Time Between Ticket Statuses

The longer a call center representative ignores a ticket, the longer the customer goes without a solution, and the more likely that the customers will be (justifiably) upset. Therefore, it can be incredibly important to a close-the-loop program that there are report-outs on the time taken to resolve a ticket. In Qualtrics, you can report on the time between various ticket statuses, gaining insight into the time it takes your team to take action on or resolve issues.

Modifying Sentiment, Effort,...

Sentiment, effort, and emotional intensity are system metrics that Discover provides for you. You can modify the thresholds of these metrics to change which results should fall into each of their defined bands, or which sentiment color should be applied to a data point in a graph or table.

Sentiment (Discover)

Sentiment is an enrichment provided to you in all of your XM Discover data sources. Sentiment measures how positive or negative an individual comment is. Sentiment is calculated at a sentence level on a -5 to 5 scale, and can be divided into either 3 or 5 scale segments: Very Negative, Negative, Neutral, Positive, and Very Positive.

Creating Dashboard Filters (...

You can apply filters to an entire dashboard. This is useful when you need to synchronize your widgets by time or another common parameter.

Categorization Templates (De...

Designer provides a set of categorization templates that include a prebuilt category tree with rules. These templates are tailored for major industries, essential feedback analysis approaches, and extensive categorization libraries. For information on how to use these templates, see Creating Category Models.

Viewing Your Support History

After logging into your Customer Success Hub, you can view your past support ticket history, including transcripts of your interactions with support and any connected escalations, and reply directly to email tickets you’ve submitted. If you are a Brand Administrator, you can also view the support tickets for your entire brand from this page.

Emotion (Discover)

About Emotion Data

Using Emotion Data

Emotion Attribute in Designer

FAQs

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