AI Sentiment Analytics report is available under the “AI Agent Copilot” section of Analytics.

Metrics in the AI Sentiment Analytics report for the AI Agent Copilot section can be reviewed across various filters like:

  • Issue Creation Date
  • App
  • Platform
  • Language
  • Feature Filter
  • Initial Sentiment
  • Latest Sentiment

Key metrics explored within the AI Sentiment Analytics report in the AI Agent Copilot section are Time to First Human Response, Time to Resolve, Average Handling Time, CSAT, Issues Trend, CSAT Trend, and many more.

 There are 3 new filters available in the AI Sentiment Analytics report as below:

FilterDescriptionExamples
Feature Filter

Filters issue data with or without AI Sentiment.

To view the feature data, you need to unselect the Without AI Sentiment option.

This filter will contain the following two values:

  • With AI Sentiment: filters data for issues where AI Sentiment is used.
  • Without AI Sentiment: filters data for issues where AI Sentiment is not used.
Initial SentimentFilters issue data with initial Sentiment.

This filter will contain the following values:

  • Negative
  • Neutral
  • Positive
Latest SentimentFilters issue data with latest Sentiment.

This filter will contain the following values:

  • Negative
  • Neutral
  • Positive

Note: The AI Sentiment Analytics report is only available for customers who have enabled the AI Sentiment feature.

The metrics mentioned above is also available in table format. You can also download the data for every table in various formats by clicking on the download option.

For information about AI Sentiment feature, please refer to the AI Agent Copilot: AI Sentiment page.

For information about other AI Agent Copilot Analytics reports, please refer to the below articles:

For more details, please refer to the Helpshift Analytics page.

For details of the definition for each metric, please refer to the Glossary page.