- Sentiment Score Confusion
- The Transcript URL API does not explicitly mention any numerical sentiment score.
- However, in the Genesys Interaction UI, we see an "Overall customer sentiment score" such as
+15 (slightly declining).
- The Conversation-Level Analytics API
GET /api/v2/speechandtextanalytics/conversations/{conversationId}
returns a different score (e.g., sentiment score: 0.14), which does not match the UI score.
Which API gives us the exact sentiment score (e.g., +15) shown in the interaction UI?
- Live or Near Real-Time Sentiment Analysis
- We are currently subscribing to
NotificationsApi and successfully retrieving near-live voice transcripts.
- However, these transcripts do not contain sentiment analysis or insights.
Is there any API or real-time event stream available that allows us to get near-live sentiment analytics (like positive/negative/empathetic events or live score updates) along with transcripts during an active conversation?
#EmbeddableFramework#PlatformAPI------------------------------
Sai Shankar
x
------------------------------