V-Spark Online Help

Agent Emotion

Figure 1. Agent Emotion
Agent Emotion

The Overview chart can be clicked to display the daily agent emotional state. Daily Charts include average call duration by emotion and percentage of calls of a given emotion. Clicking on the Daily Chart graphs will trigger a search in the Files view below. Emotion values include:

  • percentage of calls with Positive and Improving agent emotion

  • percentage of calls with Negative and Worsening agent emotion