As part of our 2022 roadmap, we are working towards a Sentiment Analysis solution which will identify word-based sentiment in each sentence throughout the conversation for both speakers to track changes and excessive levels of negative sentiment. In addition, we are working to provide acoustic-based metrics such as silence time, talk-over, pace mirroring and talk-listen analysis to identify potential knowledge gaps, lack of empathy, poor etiquette, slow manual processing, lack of listening skills to name a few. Once released, these new features, when combined with Topics & Auto-QA will further enrich the actionable insight generated with clearly defined measurable metrics which can be tracked.