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:
Sent: 04-22-2025 11:18
From: Samuel Jillard
Subject: Avg Sentiment Score
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
Original Message:
Sent: 04-17-2025 17:10
From: Rose Ortiz
Subject: Avg Sentiment Score
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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