Workforce Engagement Management

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  • 1.  Sentiment analysis and reporting

    Posted 05-03-2022 12:53
    Is there a way to report on sentiment? I.e. can we get a report that displays all calls with negative sentiment for the day? Also, is there reporting on calls that have certain topics noted (i.e. complaints, online access issues, etc.).

    Also, is anyone willing to share what they have built in for their sentiment analysis phrases? We are just starting ours and have about 60 total between positive and negative, but would love to see what others have. Thanks!
    #InteractionAnalytics
    #PerformanceManagement
    #QualityManagement
    #InteractionRecording
    #SpeechandTextAnalytics
    #WorkforceEngagementManagement
    #Other/NotSure

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    Amber Krueger
    Ultimus Fund Solutions, LLC
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  • 2.  RE: Sentiment analysis and reporting

    Posted 05-03-2022 18:52
    In terms of reporting, in Genesys Cloud, go to Performance>Content search.
    Content search is at the bottom of the list in the performance tab.


    From here, you can select filters etc, and columns such as topics.

    Theres also a download button to export to excel.



    As for phrases etc, we have stuck with the default.
    We have added some through that refer to specific people i.e. if the CEO's name is mentioned, as this would be something that might be a signal that the customer is unhappy.
    Also mentions of legal action/lawyers etc.

    Hope this helps.


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    Glen Tylee
    Fonterra
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  • 3.  RE: Sentiment analysis and reporting

    Posted 05-03-2022 18:58
    This is super helpful - thank you!

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    Amber Krueger
    Ultimus Fund Solutions, LLC
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  • 4.  RE: Sentiment analysis and reporting

    GENESYS
    Posted 05-04-2022 13:51
    We currently have a beta program in place for Topic Trends, which allows you to see Topic Detection over time.
    Here is our documentation page: https://help.mypurecloud.com/articles/topic-trends-detail-view/

    Would you be interested in participating in this beta?

    Thanks,


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    William Sellier-Gómez
    Senior Product Manager - Speech and Text Analytics
    Genesys Cloud
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  • 5.  RE: Sentiment analysis and reporting

    Posted 05-04-2022 15:01
    Yes, we'd love to take part in that Beta!

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    Amber Krueger
    Ultimus Fund Solutions, LLC
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  • 6.  RE: Sentiment analysis and reporting

    Posted 05-04-2022 19:13
    I would like to contribute to this Beta too if possible? I have a couple of people in our business which are looking into this feature currently so learning more and contributing to this would be very valuable. Can you add me and I'll forward any details/meeting invites too? Thanks

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    Glen Tylee
    Fonterra
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  • 7.  RE: Sentiment analysis and reporting

    GENESYS
    Posted 05-05-2022 07:11
    Of course Glen. I will follow up by email.

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    William Sellier-Gómez
    Senior Product Manager - Speech and Text Analytics
    Genesys Cloud
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