No, that URL returns the content of digital interactions as well. All interactions have a transcript. For voice that means transcription enabled is required. For digital, as the communication is in text, it already has a transcript.
Thanks,
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Rakesh Tailor
Director, Product Management - Workforce Engagement
Genesys Cloud
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Original Message:
Sent: 03-22-2021 09:38
From: HIchem Agrebi
Subject: Sentiment analysis for digital interactions
Thanks Rakesh,
That doesn't answer my question about chat and email sentiment analysis since transscripts are only applicable to voice calls. A chat and email is in text and doesn't require transcription but I assume some specific training to have sentiment analysis for each party individually or the conversation overall. Calling the API /api/v2/speechandtextanalytics/conversations/{conversationId} with a chat conversationId doesn't work, so wanted to know when to expect sentiment analysis for chat and email or if already available how to access it via APIs?
Thanks a lot
Hichem
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HIchem Agrebi
Orange SA
Original Message:
Sent: 03-22-2021 08:22
From: Rakesh Tailor
Subject: Sentiment analysis for digital interactions
All of the Speech and Text Analytics information is in the TranscriptURL API:
api/rest/v2/speechtextanalytics/transcript_url.html
Thanks,
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Rakesh Tailor
Director, Product Management - Workforce Engagement
Genesys Cloud
Original Message:
Sent: 03-19-2021 19:16
From: HIchem Agrebi
Subject: Sentiment analysis for digital interactions
Hi Rakesh, would you mind confirming whether we can extract sentiment analysis for chat and email interactions via APIs? When I use/api/v2/speechandtextanalytics/conversations/{conversationId} with a chat interaction it's not working. I understand that sentiment markers for digital interactions are not available on the UI yet but is sentiment analysis available for these interactions via API?
Thanks
Hichem
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HIchem Agrebi
Orange SA
Original Message:
Sent: 01-25-2021 08:58
From: Rakesh Tailor
Subject: Sentiment analysis for digital interactions
It looks like sentiment analysis is running correctly as you are seeing 0 for the sentiment score. It could be something with the formatting of the email. Could I ask you to submit this to Customer Care?
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Rakesh Tailor
Director, Product Management - Workforce Engagement
Genesys Cloud
Original Message:
Sent: 01-21-2021 12:50
From: Armands Bunkovskis
Subject: Sentiment analysis for digital interactions
Thanks. This was done as en-US, also language was set on a flow level. When it is done, system starts to show sentiment value, but as I said - it is always 0, even if email contains all phrases for negative sentiment
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Armands Bunkovskis
Adventus Solutions Sia
Original Message:
Sent: 01-21-2021 10:41
From: Rakesh Tailor
Subject: Sentiment analysis for digital interactions
Hi Armands,
You need to set the expected language in Speech and Text Analytics Settings.
Details are here:
https://help.mypurecloud.com/articles/speech-and-text-analytics-settings/
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Rakesh Tailor
Director, Product Management - Workforce Engagement
Genesys Cloud
Original Message:
Sent: 01-19-2021 11:09
From: Armands Bunkovskis
Subject: Sentiment analysis for digital interactions
In the last week's release notes one of the new features is the possibility to have sentiment analysis for digital interactions.
Can somebody guide me what needs to be configured for it to work? We have Cloud3 and voice transcription with respective sentiment analysis is configured and working
#DigitalChannels
#Roadmap/NewFeatures
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Armands Bunkovskis
Adventus
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