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  • 1.  Inquiry About Accessing Analytics and Reporting for Sentiment Scores, Empathy, and Topic Analysis in Genesys

    Posted 01-27-2025 01:56
    No replies, thread closed.

    Hi All - Do we have any sort of analytics and reporting that we can access in Genesys to help us see the overall results of Sentiment Scores/Transcript/Empathy/Topic Analysis?


    #Reporting/Analytics

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    Thanks,

    Saravana Kumar M.
    Accenture LLP
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  • 2.  RE: Inquiry About Accessing Analytics and Reporting for Sentiment Scores, Empathy, and Topic Analysis in Genesys

    Posted 01-27-2025 04:42
    No replies, thread closed.

    Hi Saravana,

    The best place to see an overview of that information is probably the Content Search view



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Inquiry About Accessing Analytics and Reporting for Sentiment Scores, Empathy, and Topic Analysis in Genesys

    Posted 01-27-2025 08:32
    No replies, thread closed.

    Hi Samuel - Thanks for your response.

    In Performance > Workspace > Speech and Text Analytics > Content Search.

    I'm not able to find Speech & Text Analytics under Workspace however Content Search is there under Interactions.

    Two test calls we made in which one call is showing Empathy score and another one doesn't show. What could be possible reasons for Empathy score not showing?



    ------------------------------
    Thanks,

    Saravana Kumar M.
    Accenture LLP
    ------------------------------

    Original Message


  • 4.  RE: Inquiry About Accessing Analytics and Reporting for Sentiment Scores, Empathy, and Topic Analysis in Genesys

    Posted 01-27-2025 08:45
    No replies, thread closed.

    Hi Saravana,

    With regards to the Content Search view not showing in the Performance > Workspace, I would check the prerequisites within Content Search view. 

    The call now showing an empathy score, did it contain Empathetic or Unhelpful phrases within the transcript? The Work with agent empathy analysis article may also help you clarify why the interaction didnt have an empathy score, but if you feel it should have done and you have confirmed the configuration then I would raise a case with customer care to investigate it further.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Inquiry About Accessing Analytics and Reporting for Sentiment Scores, Empathy, and Topic Analysis in Genesys
    Best Answer

    Posted 01-28-2025 16:12
    No replies, thread closed.

    In addition to Content Search, you can see aggregate-level reporting for sentiment and empathy scores under Topic Trends View, Agent Topics View and Queue Topics View.

    https://help.mypurecloud.com/articles/topic-trends-summary-view/

    https://help.mypurecloud.com/articles/agent-topics-summary-view/

    https://help.mypurecloud.com/articles/queue-topics-summary-view/

    On empathy scores not showing up, it is possible that no empathy events were detected on the call.



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    Anik Dey
    Genesys - Employees
    ------------------------------

    Original Message


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