Workforce Engagement Management

Good Morning,

I reviewed the April 2024 WEM What's Next video, Documentation and also the idea lab and could not find anything.  I am trying to see if the agent empathy is going to be released in the web messaging channel?  It appears the agent empathy is only available in voice, is that correct? 

We have this enabled on our end and have data on the voice channel only.  In the WEM video it appears that is all we have to do since the scoring is based on machine learning algorithm using a large training data base that was human annotated.  Has the community found that the agent empathy scoring is accurate?  

Thank you as always!

We attempted to do topic mining, creating new topics based on some of the key phrases used for empathy and currently this has only worked for empathetic scoring not the unhelpful or negative scoring. The unhelpful portion of the empathy scoring seems to be when there is an agent knowledge gap but still unpredictable and as you can imagine leaves us with some uncertainty of the actual empathy score. 

Hi Cressida,

Agent empathy analysis is supported in all media types, including web messaging.