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  • 1.  General Program Topics not creating Sentiment Feedback.

    Posted 08-26-2022 08:25
    No replies, thread closed.
    Hello All, 

    I apologize if this has been discussed, but I can not find it.  
    My team is launching Genesys Cloud CX3 and I am attempting to set up Speech Analytics.

    I have Voice Transcript working, I added the "General" Program and it tags the topics listed but does not mark any as positive or negative.
    I assume I do not need to add them under Sentiment Feedback manually.

    Does anyone know where I am going wrong?

    Thanks
    #QualityManagement
    #Unsure/Other

    ------------------------------
    Katrina Turgeon
    Data Recognition Corporation
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  • 2.  RE: General Program Topics not creating Sentiment Feedback.

    Posted 08-29-2022 22:33
    No replies, thread closed.
    As you found Speech Analytics Sentiment works only when you specify Voice Transcription in each queue and you may not know that it only listens to the customer side of things.  I would suggest you play with an agent and say things "You are totally off the mark!" or "You are just wasting my time" or if you want positive, say things like "You have been so helpful" or "You have been such a great help"

    As for topics, you need to make sure your topics are listening to the correct side of the discussion and then make sure the topics are assigned to the program and the program to the queue or flow.

    After testing, go to the Interaction Details and the transcription tab to see if you get any results.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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