Customers Mood Change

Evaluate agent's ability to improve or maintain customer mood during conversations.

What it measures

This score tracks whether the customer's mood improves or worsens during the conversation. It looks at the emotional "trajectory" (neutral → positive, positive → negative, etc.) and whether the agent successfully recovers after frustration.

What "good" looks like

Customer stays neutral-to-positive.
If frustration appears, the agent recovers it quickly.
Conversation ends with satisfaction or calm clarity.

Common reasons for lower scores

The agent ignores confusion or frustration.
The customer repeats themselves or becomes annoyed.
The conversation ends negatively.

Examples

High (9–10): "Customer starts neutral, ends happy ('Perfect, thanks!'). Any frustration is resolved quickly."

Mid (6–7): "Customer mood is mixed; they don't get upset, but also don't end clearly happy."

Low (1–3): "Customer becomes frustrated/angry and stays that way, or leaves the conversation upset."

How to read the scale

Score	Description
10	Ends clearly positive; no unrecovered negative moments.
9	One small negative moment, fully recovered; ends positive.
8	Overall improves; ends neutral-positive.
7	Mostly steady; ends neutral or mildly positive.
6	Mixed; some frustration; recovery partial.
5	Mixed leaning negative or unresolved tension.
4	Ends noticeably negative.
3	Multiple negative moments; little recovery.
2	Strong negative tone; frustration dominates.
1	Severe negative escalation; customer clearly unhappy/angry.