# Sentiment and Engagement

### Sentiment Score (1-100)

**What it measures**:\
This score reflects how positive or negative the overall tone of the conversation was - taking into account words used by both the human and the AI.

**How to interpret it**:

| Score Range | Description                                                                                                            |
| ----------- | ---------------------------------------------------------------------------------------------------------------------- |
| **81–100**  | Extremely positive – The conversation was full of positive words, praise, enthusiasm, and happy sentiment.             |
| **61–80**   | Generally positive – Most of the conversation was upbeat, polite, or affirming.                                        |
| **41–60**   | Neutral or balanced – There were a mix of positive and negative tones, or it was mostly factual or transactional.      |
| **21–40**   | Somewhat negative – The conversation showed signs of frustration, complaints, or negative sentiment.                   |
| **1–20**    | Strongly negative – The conversation was clearly hostile, very dissatisfied, or contained emotional or harsh language. |

**Use case**: A high sentiment score indicates a customer who felt positive during the conversation. A low score may flag conversations worth reviewing for complaints or dissatisfaction

#### Engagement Score (1–100)

**What it measures**:\
This score reflects how interactive and involved the conversation was — based on message length, frequency, and turn-taking between the human and the AI.

**How to interpret it**:

| Score Range | Description                                                                                           |
| ----------- | ----------------------------------------------------------------------------------------------------- |
| **81–100**  | Highly engaged – Lots of back-and-forth, detailed messages, and strong involvement from both parties. |
| **61–80**   | Engaged – Good number of exchanges, decent message lengths, and clear interest from the human.        |
| **41–60**   | Moderate – The interaction was okay, but may have felt short, one-sided, or less interactive.         |
| **21–40**   | Low engagement – Very short or sparse replies, minimal user involvement, or disengaged tone.          |
| **1–20**    | No real engagement – One-word answers, abandoned chats, or little sign of actual conversation.        |

**Use case**: High engagement might indicate curiosity, interest, or satisfaction. Low engagement could suggest boredom, disinterest, or technical issues.


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