Console sentiment tile case number does not add up

Modified on Fri, 16 Jun 2023 at 08:00 AM

On the Console, the case count in the Sentiment cards (Need Attention, Negative) is the count of all sentiments detected (inbound and outbound messages) for the selected period of time. The count displayed in the bottom half of the page only consists of the sentiment signals detected in the 'Inbound' messages. The signals found in Outbound messages/Internal notes are hidden. A detailed description is given when you hover over the information icon on the console page. Please refer to the below screenshot: 



Check if you have any signal filter enabled


You can also click on the 'All Signals' drop-down option to check if the sentiments are selected from the checkbox. You can also select the list of sentiments that should be shown on the Console page. 



The next option shows the cases that are all acknowledged, unacknowledged, or all the cases. You can click on the 'Show all' drop-down option to view the cases. 



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