Text Analytics Overview

Overview

The Text Analytics Overview page presents content categories, sentiment distribution, and key performance metrics derived from user feedback—all on a single screen. It enables analysis based on the number of feedback items, NPS, and CSAT scores, while supporting trend comparisons over time.

The dashboard highlights the content categories with the highest feedback volume for the selected period and their associated sentiment distributions. Optional comparison dates allow for trend analysis, providing deeper insights at the category level.

When the Overview menu is selected, the main screen loads. By default, the system displays the top five categories with the highest feedback volume for the preset date range.

Filters

Date
Dropdown options: Last 7 Days, This Week, Last 30 Days, Last Month, This Month, Quarters (1–4), This Year, Last Year.
Default: This Week
The selected range determines category and sentiment calculations.

Comparison Date
Uses the same options as the Date filter.
Default: none
When selected, trends between the selected period and the comparison period are displayed.

Metric

• Feedback Count (default)

• NPS

• CSAT

Content Category

• Tree structure supporting multiple selection

• Maximum 5 categories can be selected

• Exceeding the limit triggers a warning

• Default shows the first 5 categories

Model
Lists all active models

Channel
Lists all channels where models are applied

Flow
Lists all flows where models are applied

Sentiment Classification

• Negative: Sarcasm, Frustration, Anxiety, Sadness, Fear, Negative

• Positive: Positive, Happiness, Appreciation, Gratitude

• Mixed: Mixed, Neutral

• Opportunity: Recommendation, Suggestion, Expectation

• Threat: Anger
  Each sentiment block includes a tooltip explaining default behavior.

Dashboard Behavior by Metric

Feedback Count
Top 5 categories with the highest feedback volume are displayed along with positive/negative/mixed sentiment distributions.

NPS
Top 5 categories by volume are listed, showing sentiment distribution including positive, negative, mixed, opportunity, and threat.

CSAT
Behaves the same as NPS.

Opportunities & Threats

Opportunities
The top 5 categories with the highest feedback in Recommendation, Suggestion, and Expectation sentiment types are listed.
Relevant metric values are displayed based on the selected metric.
If a comparison date is selected, trends are shown.

Threats
The top 5 categories with the highest feedback in Anger sentiment type are listed.
Values and trends are displayed according to the selected metric.

Common Behaviors

• "Show More" expands the list up to 10 items.

• Percentage bars indicate the share of Opportunity or Threat sentiment within all sentiment-based feedback.

Table View
Switching to table view lists all categories, while the Opportunity/Threat sections remain in card view.
For each sentiment group (positive, negative, mixed), the top 5 categories are displayed.
Each listed category also shows metrics for other sentiment types.

Detail Analysis Page

Selecting a category opens the detail analysis page.

Preserved Filters
All filters from the previous screen are displayed at the top in text format.

Word Cloud
The selected category is centered.
Subcategories are segmented and clickable.
Sentiments are grouped into five main categories: Very Negative, Negative, Neutral, Positive, Very Positive.
By default, sentiment percentage distributions are shown.

Category Navigation
Users can navigate through subcategory structures by clicking. Each level generates its own chart.

Feedback List
All feedback related to the category is listed. Each record includes:

• Channel

• Flow

• Feedback Text

• AI Category

• AI Sentiment

• Creation Date
  A sentiment filter is available above the list: All, Very Positive, Positive, Neutral, Negative, Very Negative.

Task Integration
Each feedback row includes a task creation button.
Tooltip: "Associate with Task"
Next to the button, the number of tasks created for that feedback is shown.
Action menu options:

• View

• Go to Inbox

• Go to Planner Board

Additional Views & Technical Notes

• All trend indicators are calculated based on the selected date and comparison date.

• Total metric values dynamically update according to all applied filters.