This post covers a review of the real time sentiment analysis in the Omni Channel Engagement Application

When a customer has started a live chat and begins talking, the is real time sentiment analysis enabled by default that gives users the ability to see, based on the way the customer is communicating, if they are being positive, negative or neutral. The sentiment includes more in detailed tags such as ‘slightly positive’.

Having reviewed the Conversation and Session entity, this information isn’t stored in the conversation and cannot be reported on at this time (not that I have found!) however as it is shown at runtime and can change very quickly, it can be seen why. The sentiment analysis is performed in real time, and is based on what the person said last, not earlier in the conversation. It would be very common for a chat to begin negative, and turn to a positive sentiment.