Investigate sentiment scores during contact conversations using conversational analytics

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/sentiment-scores.html

Published

unknown

Updated

unknown

Accessed

2026-10-01

HTTP status

200

License

AWS documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Each speaker turn is classified as positive, negative or neutral; each period of a call is then given a score from -5 to +5 based on sentiment frequency and sentiment streaks, and the overall sentiment score is the average of the period scores. in context

Cite this source record

APA

WarmTransfer. (2026, October 1). Investigate sentiment scores during contact conversations using conversational analytics. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-sentiment-scores

BibTeX

@misc{warmtransfer-aws-connect-sentiment-scores,
  title  = {Investigate sentiment scores during contact conversations using conversational analytics},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-sentiment-scores},
  note   = {Amazon Web Services, accessed 2026-10-01}
}