SysTrack AI Engagement Sentiment User Guide

Overview

This DEX Pack Lite provides information on the overall sentiment of your employees engaging with SysTrack’s conversational AI self-help tools. Conversations are analyzed using natural language sentiment analysis to define whether the engagement is classed as positive, neutral or negative.

NOTE: The dashboard displays the sentiment score on a 0 to 100 scale, while the source data uses a -1 to 1 scale. This conversion ensures consistency with other metrics collected for similar purposes. For more information, refer to the Sentiment Scoring for SysTrack AI Conversations article.

How This Feature Helps You

The SysTrack AI Engagement Sentiment dashboards provide insights into how employees interact with SysTrack’s conversational AI self-help tools. By analyzing conversations using natural language sentiment analysis, it helps organizations understand engagement quality and overall sentiment. Key benefits include:

  • Employee Sentiment Visibility: Offers a clear view of overall employee sentiment, Positive, Neutral, or Negative, through an intuitive chart and percentage breakdown.

  • Detailed Engagement Metrics: Displays conversation counts by source and sentiment category, enabling teams to track usage trends across multiple channels such as SysTrack AI forTeams, SysTrack AI Voice, MCP, A2A, and API.

  • Sentiment Trends Over Time: Provides a timeline view of sentiment for selected conversation sources, helping identify patterns and changes in employee engagement.

  • Granular Conversation Insights: Includes detailed conversation-level data, such as user name, email, initial question, and sentiment classification, supporting deeper analysis and targeted improvements.

These capabilities help organizations monitor AI adoption, improve employee experience, and make informed decisions about conversational AI strategies.

Overall Employee Sentiment

This section includes a chart summarizing overall employee sentiment, showing the conversation counts or percentages for each category: Positive, Neutral, and Negative per source. You can perform the following actions in this section:

  • Use the Group drop-down to select the desired group.

  • Toggle between the conversation counts and percentages by selecting the preferred option from the Show Positive/Negative/Neutral as: drop-down menu.

  • Select any bar in the chart to filter the other panes in this dashboard to show the selected source.

Selected Conversation Source - Sentiment Over Time

Here you can view the overall sentiment and the average score for the selected conversation source over time.

Selected Conversation Source - Details

This pane displays a table with data for the selected conversation source. The table includes the following columns:

  • Date

  • Conversation Source

  • User Name

  • User Email

  • Initial Question

  • Sentiment

  • Sentiment Score

  • Sentiment Reason

Use the System/User Search text box to filter the table by the entered text.