Call sentiment
Call sentiment is an automated estimate of how a caller felt during a call (positive, neutral or negative), derived from their words and sometimes their tone.
Also called: sentiment analysis, caller sentiment
Sentiment is a label attached to each call, or to moments within it. It helps a business sort calls that need attention (a frustrated caller, a complaint) from routine ones, and watch trends over time.
It is an estimate. Sarcasm, cultural differences in expression and poor audio all confuse it, so sentiment works best as a triage signal rather than a verdict, something that tells you which recordings to listen to first.