What Is Call Sentiment Analysis in Calilio?

Call sentiment analysis is a Calilio AI feature that labels an analyzed call with a sentiment value. The values shown on screen are Positive, Negative, Neutral, and Not-applicable. Sentiment appears in three places: the AI Dashboard charts, the Sentiment section of a single call, and the two member reports.

Which plans include sentiment analysis?

• The Premium plan and the Enterprise plan include Call Sentiment Analysis.
• The Standard plan does not include Call Sentiment Analysis.

For a full comparison of what each plan includes, see Plan wise feature restrictions in Calilio.

What sentiment values does Calilio show?

• Positive is the value Calilio shows for a call it analyzed as positive.
• Negative is the value Calilio shows for a call it analyzed as negative.
• Neutral is the value Calilio shows for a call it analyzed as neither positive nor negative.
• Not-applicable is the fourth value Calilio can show for an analyzed call.

Step 1: Review workspace sentiment on the AI Dashboard

• Click Analytics in the left sidebar to open the AI Dashboard.
• One chart is titled Top Members by Positive & Neutral Call Sentiment.
• A second chart is titled Summary of Call Sentiment Analysis.
• A third chart is titled Trends in Call Sentiments Over the Last 7 Days.

Three charts on the AI Dashboard report call sentiment.

Step 2: Change the reporting period

• Click the date dropdown at the top right, which defaults to Last 7 days.
• The options are Last 24 hour, Last 7 days, Last 30 days, Last 3 months, Last 12 months, and Last 24 months.
• The Analytics section does not offer a custom date range.

Use the date dropdown at the top right to change the reporting period.

Step 3: Open the sentiment for a single call

• In the Analytics menu, under AI OVERVIEW, click Advanced Report.
• Each row in the table represents one analyzed call.
• Click the blue View button in the MORE DETAILS column, which is the last column of the row.
• The AI Analytics panel opens and includes a Sentiment section.

Click View in the MORE DETAILS column to open the panel for that call.

Step 4: Filter the call list by sentiment

• On the Advanced Report screen, the first dropdown is Sentiment Type, and it defaults to All.
• Select a sentiment value to narrow the table to matching calls.
• Check the total line to see how many calls match the value you selected.

Use the Sentiment Type dropdown to narrow the call list.

Step 5: Review sentiment by team member

• The MEMBERS PRODUCTIVITY group contains two sentiment reports.
• They are titled Positive and Neutral Sentiment, and Negative Sentiment.
• Open these reports to review sentiment for individual team members rather than the workspace total.

The two member sentiment reports appear under MEMBERS PRODUCTIVITY.

Expected result

• You can see how your calls are distributed across the sentiment values for the selected period.
• You can open a single call and read the sentiment value Calilio assigned to it.
• You can filter the call list to a single sentiment value.

What does positive, neutral, or negative sentiment mean?

• Positive is the label Calilio gives a call it analyzed as ending well for the customer.
• Negative is the label it gives a call it analyzed as ending badly for the customer.
• Neutral is the label it gives a factual call that reads as neither, such as a short request for information.
• Calilio produces the label from the call itself, and no setting in the product changes how a call is labeled.

Is sentiment analyzed for the whole call or turn by turn?

Both. The call carries one value in its Sentiment section, and the Transcription section below it carries an Add Filter list that holds the sentiment values found in that call. A call with no negative turns offers no NEGATIVE option there, so the list is built from that call rather than from a fixed set.

Why do some calls show Not-applicable?

• Not-applicable is usually the value Calilio shows when a call does not fit Positive, Negative, or Neutral.
• To review the calls that received the value, select Not-applicable in the Sentiment Type dropdown on the Advanced Report screen.

Contact Calilio support

If a sentiment value does not match what you expected, contact our support team with the date and approximate time of the call, the value shown, and the value you expected.

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Updated on: 15/10/2026