Sentiment is the first of the selection-based options and includes five different elements in between positive and negative, which are positive, positive-neutral, neutral, negative-neutral, and negative.
Agents process the data on the basis of the sentiment in the first place.
Sentiment is the space where you can select the mood of the user’s shares about your brand. Sentiments like positive and negative are used for the customer experiences directly. For example, while one of the complaints by a customer can be processed as negative; general likes on a TV commercial needs to be processed as positive. However, it would be better to use the positive-neutral for some shares which are not positive at the first glance but having the interaction value like social media competitions; and the negative-neutral sentiment for the indirect critiques which are not harsh complaints.
For reading on another classification criteria: What is category?