Hello,

Is there a list of all out of the box sentiment phrases? I would like to avoid adding new sentiment phrases if they are already included.

Also, is there a list of empathy phrases the agents are scored against?

Hi Jessica! Because the calculation is proprietary, we do not publish a list of the sentiment phrases that are part of the standard calculation. Remember that you can always add positive or negative phrases or even neutralize any phrase that is reflected as positive or negative by using Sentiment Fedback. Here is a link to the Resource Center that will provide details on Sentiment Feedback:  https://help.mypurecloud.com/articles/work-with-sentiment-analysis/

Thanks!