Sentiment Analysis

Understand how customers feel, call by call, moment by moment.

Sentiment Analysis is the page that breaks every call down by emotion.

Page anatomy

The page stacks vertically inside the dashboard’s main column. Just like every other CCQA page, the filter bar lives directly under the hero, the KPI strip is not rendered here.

Region	What you see
Filter bar	Date and hour controls. See the Overview page for the full filter bar reference.
Sentiment Breakdown card	Pie chart of the three sentiment values.
Top Sentiments card	Vertical bar chart of session counts per sentiment.
Recent Sessions card	Full-width accordion of every session in the active filter, with search and CSV export.
Active filter chip	Appears above the Recent Sessions card when you click a slice or bar to drill in.

Sentiment values

Value	Meaning	Visual
Positive	The customer ended on a positive note.	Green slice and bar.
Neutral	No strong emotional signal in either direction.	Slate slice and bar.
Negative	The customer ended frustrated, angry, or disappointed.	Red slice and bar.

Sentiment Breakdown card

A pie chart with three slices.

Element	What it shows
Title	Sentiment Breakdown.
Export chart button	Downloads the pie as a PNG.
Slices	Three slices for Positive, Neutral, Negative. Each slice carries the sentiment name plus the percentage of total sessions inline. Slices under 4% hide their label to avoid overlapping text.
Hover	Shows the exact session count and percent in a tooltip.
Click	Sets that sentiment as the active filter. The Recent Sessions card filters down to matching rows, and an Filtered by chip appears above it.

Top Sentiments card

A vertical bar chart with one bar per sentiment.

Element	What it shows
Title	Top Sentiments.
Export chart button	Downloads the bars as a PNG.
Bars	Three bars in the same colors as the pie. The y axis uses thousands separators, the bar tip carries a small data label with the exact count.
Click	Same as the pie: sets the sentiment filter and narrows Recent Sessions.

Active filter chip

When a sentiment is selected (by clicking a slice or a bar), a small chip appears above the Recent Sessions card.

Element	What it shows
Label	Filtered by: followed by the sentiment label (Positive, Neutral, Negative).
Clear filter	Resets the filter so all sessions are shown again.

The chip is the only filter on this card, the date and hour range from the page filter bar still applies on top of it.

Recent Sessions card

A full-width card titled Recent sessions, pick a sentiment above to filter (the help text changes the sentiment word when a filter is active).

Toolbar

Element	What it shows
Search box	Placeholder Search anything, session id, date, duration, transcription, intents, file…
All CSV	Exports every session that matches the active filter and search, across all pages.
Page CSV	Exports only the rows on the current page.
Count row	Reads sessions · Page of .

CSV columns: id, datetime, duration_sec, sentiment, intents, words, file, transcription. Both buttons produce a UTF-8 file with BOM and CRLF line endings, Excel reads Arabic content correctly.

Accordion rows

Each row collapses by default and expands when clicked. The collapsed header shows three columns:

Column	Format
Date and time	YYYY-MM-DD HH:MM:SS.
Duration	{X.XX} min.
Word count	words.

The expanded body shows two columns side by side (stacked on small screens):

Column	What it shows
Session details	Session ID, datetime, duration, sentiment, intents, file path.
Transcription	The full transcript. Arabic text is rendered right-to-left automatically.

Empty states

State	Message
No sessions in the active filter	No sessions match your filters
No data at all in the project	No data available

Pagination footer

Control	Behaviour
Prev	Move one page back. Disabled on page 1.
Next	Move one page forward. Disabled on the last page.
Numbered page buttons	Jump to a specific page.
Showing to of	Live count for the current page.
Results per page	A small dropdown with 10, 25, 50, 100.

The arrow icons flip automatically in Arabic mode so the navigation reads naturally right-to-left.

Use the search box to match against transcription text, file name, intents, or anything else stored on the session. Combined with the active sentiment filter and the page filter bar, you can narrow the list very fast.

Common questions

The pie chart is missing a slice label.

Slices under 4% hide their label so they do not overlap. Hover the slice to see the exact percentage and count.

I clicked a slice but the Recent Sessions card did not change.

The active filter chip should appear above the card. If it does not, reload the page, the click handler may have stalled. The sentiment is also reflected in the URL so a refresh keeps the filter.

Can I export only Negative sessions to CSV?

Yes. Click Negative on either chart first, then click All CSV. The export only includes Negative rows that match the page filter bar plus the search.

Search is finding the wrong rows.

The search matches across session id, date, duration, transcription text, intents, and filename, all together. If your term hits the transcription, you will see sessions whose body contains it, not just sessions whose intents match.

The page is empty for the date range I picked.

Widen the range or reset hours to 0 to 23. If the project genuinely has no sessions in scope, the empty state reads No sessions match your filters.

The Recent Sessions row's transcription is in two languages.

Some calls switch language mid-conversation. The transcript renders each segment in its own direction, Arabic right-to-left, English left-to-right.

Can I delete a session from this page?

No. Sentiment Analysis is a read-only analytics surface. Use the original ingestion source to remove a call.

Where to go next

Intent Analysis

Why customers are calling, ranked.

Speaker Timeline

Sentiment Timeline shows second-by-second emotion progression.

TimeLens AI

Stream a narrative report across grouped call segments.

Alerts

Set thresholds on negative sentiment share or spikes.