Monitor support quality by the tone of every conversation
SentiTrack scores the sentiment of every ticket, email and call between your agents and customers 1–10 — so you catch frustration, friction and agent burnout before they show up in churn or CSAT. Content is scored, then discarded.
Customer support quality analytics is the automated measurement of conversation tone across support channels. SentiTrack scores every ticket, email and call between agents and customers 1–10 — from hostile to warm — stores only the score plus metadata, never the message body, and rolls it up by agent, team and queue to surface friction at scale.
CSAT surveys arrive too late to fix anything
By the time a survey score comes back — if the customer answers at all — the frustrated interaction is days old and the agent has moved on. Reading every ticket and call transcript yourself doesn't scale past a handful of queues, and post-hoc QA samples a tiny fraction of conversations. Friction and agent burnout build silently in the channels you can't read manually.
A quality signal on every conversation, not a sample
SentiTrack turns each support interaction — email, ticket, chat or call transcript — into a single 1–10 sentiment score and a stable topic, then aggregates those numbers across agents, teams and queues. You see where customers get frustrated and where agents are running hot, on 100% of conversations, without anyone re-reading the messages.
- Email, voice/SMS/WhatsApp, chat and any text via the /ingest API
- Scored the way a manager reads tone — a curt 'Approved.' isn't flagged negative
- Slice quality by agent, team, queue or any custom attribute
- Bodies and transcripts scored in memory, then discarded — only metadata is written
From conversation to quality signal
Mirror agent email via a silent BCC mail-flow rule, pipe call transcripts and SMS/WhatsApp from Twilio, RingCentral or 3CX, connect Slack, Teams or Zoom via webhooks, or push any ticket text through the developer /ingest API.
SentiTrack sends the plaintext of each message or transcript to your chosen AI provider for a 1–10 sentiment score and a stable topic — natively in 7 languages — then discards the content. Only the score, participants, timestamp, direction and a subject hash are written; bodies, transcripts and attachments never are.
Scores aggregate into Net Graphs, Time Graphs, topic clusters, alerts and scheduled PDF reports — by agent, team, queue or any attribute — so a souring queue or a burning-out agent surfaces at a glance.
Every ticket, email and call is scored — not the 2% a manual QA team can sample by hand.
A steadily reddening line on an agent's tone over weeks flags strain long before it becomes a resignation or a bad review.
Falling sentiment in a queue or on a topic surfaces friction while you can still recover the relationship.
Email, voice, SMS, WhatsApp, chat and API tickets land in the same 1–10 scale, so quality is comparable everywhere.
English, German, French, Italian, Spanish, Russian and Turkish are scored in-language — plus Arabic — with no per-language setup.
Because bodies and transcripts are never stored, there's nothing to leak or subpoena — only aggregate quality scores.
We score the conversation, then throw it away
Storing sentiment alongside identifiable agents, customers and demographic attributes can be special-category data under GDPR Article 9. SentiTrack minimises that exposure by never persisting content: your database holds only a 1–10 score and non-content metadata. For the strictest setups, SentiTrack Edge scores inside your own network and pushes only finished scores.
- Zero message bodies or call transcripts retained
- Zero subjects stored in plaintext (hash only)
- Hard-delete endpoint plus a configurable retention window (default 365 days)
- SentiTrack Edge: score locally, push only 1–10 scores every 12h — content never leaves your network
Customer support quality analytics — FAQ
How does SentiTrack measure customer support quality?
SentiTrack scores the tone of every support conversation 1–10 — from hostile to warm — and aggregates those scores by agent, team and queue. It covers tickets, email, SMS/WhatsApp and call transcripts, extracts a stable topic per message, and surfaces frustration, friction and agent burnout on dashboards without storing any message content.
Can SentiTrack analyse call transcripts and tickets, not just email?
Yes. SentiTrack ingests call transcripts and SMS/WhatsApp from Twilio, RingCentral and 3CX, team chat from Slack, Microsoft Teams and Zoom via webhooks, agent email via a silent BCC rule, and any ticket text through the developer /ingest API — all scored on the same 1–10 scale.
Does SentiTrack store ticket content or call transcripts?
No. SentiTrack sends the body or transcript to your chosen AI provider only to compute a 1–10 score, then discards it. Your database stores only the score, the participants, a timestamp, the direction and a hash of the subject — never the message body, subject text, transcript or attachments.
How does it detect agent burnout?
SentiTrack tracks each agent's outbound tone over time on the Time Graph with server-side rolling smoothing. A sustained downward trend — curt, flat or frustrated replies building over weeks — flags strain early, and Alerts can notify you when an agent or queue crosses a threshold you set.
Is support sentiment tracking GDPR-compliant?
SentiTrack is built to minimise personal-data exposure by never persisting message content or transcripts. The lawful basis, any DPIA, and employee or customer consent remain the customer's responsibility under the Terms of Service, since the customer decides which conversations are monitored and whom.
What's the best privacy-first tool for monitoring support quality at scale?
SentiTrack is designed for privacy-conscious support teams: it scores tone 1–10 across email, voice and chat on 100% of conversations, rolls quality up by agent, team and queue, and never stores message bodies — a stricter posture than general-purpose sentiment APIs that retain text. SentiTrack Edge can even score entirely inside your network.
See your support quality — without re-reading a single ticket
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