Genesys Cloud - Main

Hello Glenda, 

This is a great conversation starter-I'd love to hear how others in the community are using this as well.

One way I've seen customers get a lot of value out of it is through sentiment analysis for coaching, especially in real-time scenarios. It can help surface when a conversation starts to shift in tone, giving supervisors a chance to step in or guide agents before things escalate. Over time, it also becomes really useful for identifying patterns, like where customers tend to get frustrated or what behaviors lead to better outcomes, so coaching can be more targeted around things like empathy and communication.

It can also support performance evaluations in a more objective way. Instead of relying only on manual reviews, sentiment data helps highlight specific moments in an interaction where things improved or declined, making it easier to understand what's working and where agents might need support.

Cheers, 

Hello Cameron and thanks :)