Genesys Cloud - Main

If I change the list of topics in Genesys, will this have any impact on how sentiment is calculated? For example, we have a topic called "rapport building" would changing this have any impact on sentiment. I think the answer is no but just wanted to make sure.

#Reporting/Analytics

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Deepa Galaiya
Product Owner, Customer Interactions
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Hi Deepa,

You are correct that it wont have any impact on sentiment.

Sentiment is based on the words/phrases used and the context they are in, Topics are used so you can search for specific content within interactions.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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HI Samuel, thanks for confirming! Cheers

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Deepa Galaiya
Product Owner, Customer Interactions
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Original Message:
Sent: 09-25-2025 04:33
From: Samuel Jillard
Subject: Are topics and sentiments linked?

Hi Deepa,

You are correct that it wont have any impact on sentiment.

Sentiment is based on the words/phrases used and the context they are in, Topics are used so you can search for specific content within interactions.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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