NEW: Sentiment Profiles (a new type of sentiment analysis)

May 26, 2026

The arc of a conversation tells you way more than a percentage score.

Last week, we looked at an overview of CyRecord, and one of its nine key features is the ability to transcribe and analyse 100% of your calls.

For the sentiment analysis component, our software provides a percentage sentiment score for both the caller and the agent. But at Cytrack, we learned that two conversations can share an almost identical score while being dramatically different.

Consider two scenarios: In the first, a caller starts happy and ends the call unhappy. In the second, a caller starts unhappy and ends the call happy. Traditional sentiment analysis might score these two calls almost the same. They are clearly different.

Introducing sentiment profiles…

Essentially, a sentiment profile is the arc, or shape, of sentiment across the whole conversation, for both the caller and the agent. How it started, what happened in the middle, and how it ended. You see how the customer felt and how the agent responded.

And because every call carries a sentiment profile, you can break the picture down by agent, by queue, by team, or by time of day.

Putting sentiment profiles to work

There are many ways to act on this intelligence.

Here are two that Cytrack customers consistently rely on.

Agent coaching. An agent who holds their composure while a caller escalates is doing something right, and that’s worth recognising. An agent whose own tone slips as a call goes on is a coaching opportunity. Sentiment profiles make both easy to find across every agent and every call, not just the handful anyone has time to listen back to.

Negative endings. These calls are typically high priority: the ones that ended with the customer unhappy. You can flag every call with a negative ending and automatically send that list to managers or supervisors on a set schedule, e.g. every hour. These conversations, which typically need immediate attention, can be surfaced while there’s still time to put things right.

Sentiment analysis tells you whether a call was good or bad. Sentiment profiles tell you the story of how it got there, and that’s the part you can actually act on.

Book a 20-minute demo and see how sentiment profiles can help your organisation →