Sentiment Analysis Dashboard

Customer Support & CX Sentiment Operations — Corteva Platform

First-Contact Resolution
38.2%
-12.4% vs target
Agent Sentiment Score
6.8/10
-0.9 vs baseline
Churn Risk Accounts
47
+19 this week
Queue Overflow Index
2.8x
Critical level
Escalation Shock Index
-2.4
Severe drop
Post-Resolution Persist
71%
+4% vs avg

Ticket Sentiment Trajectory Distribution (Last 90 Days)

Agent Sentiment Generation Score

Issue Category Sentiment Damage Score

Channel Sentiment Completion Gap

Community Forum Sentiment Contagion

Account Churn Risk Sentiment Panel

CRITICAL (3+ Negative)
28
$18.4M ARR at risk
WARNING (2 Negative)
19
$9.2M ARR watch
TOTAL FLAGGED
47
1.96% of accounts

Escalation Sentiment Shock Index by Tier

Account Churn Risk Intelligence — Top 10 Critical Accounts

Account ARR Negative Tickets Trajectory Score Last Issue Status
DataCorp Industries $1.2M 5 -3.8 Payroll calculation Critical
TechVision LLC $980K 4 -3.2 Integration failure Critical
Global HR Solutions $850K 4 -2.9 Payroll calculation Critical
Enterprise Staffing Co $720K 3 -2.7 Data export delay Critical
Summit Resources $680K 3 -2.5 Payroll calculation Critical
Vertex Management $590K 2 -1.9 UI performance Warning
Horizon Consulting $540K 3 -2.3 Payroll calculation Critical
Prime Workforce Group $480K 2 -1.8 Mobile app crash Warning

Post-Resolution Sentiment Persistence (30 Days)

Key Insights

Payroll Bug Impact
847 tickets in 23 days. Queue Overflow Index at 2.8x capacity. 28 enterprise accounts flagged critical.
Agent Performance Gap
Agent "M. Rivera" sentiment score -1.8 below team avg. First-contact resolution 22% vs 38% target.
Chat Channel Strength
Live chat shows +0.9 sentiment advantage vs email. 84% first-contact resolution on chat vs 31% email.