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.
------------------------------
Glen Tylee
Fonterra
------------------------------
Original Message:
Sent: 05-03-2022 12:53
From: Amber Krueger
Subject: Sentiment analysis and reporting
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!
#Interaction Analytics
#Performance Management
#QualityManagement
#Interaction/ScreenRecording
#SpeechandTextAnalytics
#Workforce Engagement Management
#Other/NotSure
------------------------------
Amber Krueger
Ultimus Fund Solutions, LLC
------------------------------