Sentiment Definitions

Guide to call sentiment labels and how they appear in Phonely reporting.

Call sentiment helps you understand how callers feel during conversations. Phonely automatically analyzes each call and classifies sentiment as positive, neutral, or negative, giving you visibility into customer satisfaction, agent effectiveness, and overall call quality.

Phonely detects sentiment automatically using AI and applies it to each call as part of the call record.

Sentiment data helps you:

1. Measure customer satisfaction
2. Identify frustrated or unhappy callers
3. Monitor agent performance
4. Track customer experience trends over time
5. Improve workflows and conversation design

Define setiments

Phonely lets you customize the meaning of each sentiment so the AI tags calls based on your standards (not a generic definition).

1. Go to agent design > settings from the left sidebar.
2. Open the call tagging tab
3. Scroll to sentiment definitions

You’ll see three cards: positive, neutral and negative. Each card contains a short definition you can edit.

For each sentiment card:

1. Click Edit
2. Replace the text with your definition

Example definitions

Positive

• Caller expresses satisfaction, gratitude, excitement, or confirms success.
• Examples: “That’s perfect”, “Thanks for helping”, “Yes, book it”, “Great, that worked.”

Neutral

• Caller is calm and informational, with no clear satisfaction or frustration.
• Examples: asking questions, providing details, confirming order info.

Negative

• Caller is frustrated, angry, impatient, or repeatedly expresses dissatisfaction.
• Examples: “This is ridiculous”, “I’ve called before”, “You’re not helping”, raised tone or complaints.

Once saved, these definitions are used when Phonely assigns sentiment to calls after conversations complete.

Sentiments in Call History

During each conversation, Phonely analyzes the caller’s intent and applies relevant sentiments automatically. Once the call ends, these sentiments become part of the call record and appear in:

• Call history
• Performance

1. Go to the call history page and click the filters button.
2. Select sentiment
3. Choose positive, neutral, or negative
4. Click apply

Sentiments in Performance

Use this when you want side-by-side comparisons (instead of filtering everything down to one sentiment).

1. On the performance page, click group
2. Click the add group button
3. Set the grouping type as sentiment
4. Select the sentiment definitions you want to compare (for example, positive and neutral)
5. Click apply

What you’ll get. Clear comparison of volume and percentage by sentiment over time.

Hide Examples

Example questions this answers:

• “Are negative calls increasing week over week?”
• “Did a workflow change reduce negative sentiment?”
• “Do we get more negative calls during certain hours or days?”

Filtering Calls by Sentiment in Call History

You can also filter calls based on sentiment. This allows you to review conversations based on how the caller felt during the interaction.

To filter calls by sentiment:

1. Go to Call History
2. Click Filter
3. Locate the Sentiment filter
4. Select one or more sentiment categories
5. Click Apply

The Call History table updates to show only calls with the selected sentimentFiltering Calls by Sentiment in Call History

You can also filter calls based on sentiment. This allows you to review conversations based on how the caller felt during the interaction.

To filter calls by sentiment:

1. Go to Call History
2. Click Filter
3. Locate the Sentiment filter
4. Select one or more sentiment categories
5. Click Apply

The Call History table updates to show only calls with the selected sentiment