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  • 1.  Avg Sentiment Score

    Posted 04-17-2025 17:10
    No replies, thread closed.

    Does anyone use the Avg Sentiment score as an agent performance metric?  We are new to Genesys Cloud and would love to understand how it is used. 


    #Metrics

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    Rose Ortiz
    Sr. Manager of Quality
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  • 2.  RE: Avg Sentiment Score
    Best Answer

    Posted 04-22-2025 11:18
    No replies, thread closed.

    Hi Rose,

    Hopefully others in the community will comment if they are using it and there rationale.

    There is more information on Sentiment Analysis here: Understand sentiment analysis



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Avg Sentiment Score

    Posted 04-22-2025 15:33
    No replies, thread closed.

    Thank you Sam.  I did read this information prior to my post because it did not give me a good sense on how to use as part of an agent performance metric.    I am not even sure others have tried using it.  I do appreciate you responding.  



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    Rose Ortiz
    Sr. Manager of Quality
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    Original Message


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