{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":4617,"path":"conversational-interfaces/ci-interaction-insights-table.md","title":"Interaction Insights table","bundle":null,"doc_type":null,"release":"australia","body":"\n# Interaction Insights table\n\nUser sentiment analysis prepares agents for the tone of incoming conversations. Business rules can be created based on this value and agents can take appropriate actions on the chat, whether it comes from Virtual Agent, another live agent, or from a queue.\n\nBoth synchronous and asynchronous channels support sentiment analysis. Use [Task Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/task-intelligence.md) to set up sentiment analysis.\n\nWhen configured, sentiment analysis is performed at the end of a Virtual Agent or live agent conversation. The user sentiment is stored in the Interaction Insights \\[sys\\_cs\\_interaction\\_insight\\] table.\n\n<table id=\"table_j1n_mvf_2xb\"><thead><tr><th>\n\nField\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nInteraction\n\n</td><td>\n\nThe sys ID for the conversation in the Interactions \\[interaction\\] table.\n\n</td></tr><tr><td>\n\nSentiment\n\n</td><td>\n\nShows the sentiment level of the interaction, if sentiment analysis is enabled on the instance. This value can be shown to agents in the Agent Chat interface. Business rules can be created based on this value at handoff \\(Virtual Agent to live agent, live agent to live agent, or live agent to queue\\). Valid values are as follows:-   Positive\n-   Neutral\n-   Negative\n-   null \\(no value assessed\\)\n\n</td></tr><tr><td>\n\nSentiment Normalized\n\n</td><td>\n\nSentiment score between -0.5 \\(negative sentiment\\) and 0.5 \\(positive sentiment\\).You can modify these values by adjusting the **com.glide.cs.neutral\\_sentiment\\_max\\_value** and **com.glide.cs.neutral\\_sentiment\\_min\\_value** system parameters.\n\n</td></tr><tr><td>\n\nType\n\n</td><td>\n\nType of analysis performed. For example, **Sentiment**.\n\n</td></tr><tr><td>\n\nUser\n\n</td><td>\n\nName of the agent or Virtual Agent.\n\n</td></tr><tr><td>\n\nUser Type\n\n</td><td>\n\nType of user. For example, **Agent**.\n\n</td></tr></tbody>\n</table>**Parent Topic:**[Conversational Interfaces reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/ci-reference-parent.md)\n\n"}}