Workforce Engagement Management

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  • 1.  Sentiment Analysis

    Posted 05-27-2022 12:40
    Is there a way to get an overall sentiment score at an agent or team or global level? If yes, how can we get this? If not, is there talk on how to report sentiment scores for specific time frames (an aggregate) per user, per team, or per department?
    #GenesysCloudCX
    #CoachingandTraining
    #InteractionAnalytics
    #QualityManagement
    #SpeechandTextAnalytics
    #WorkforceEngagementManagement
    #Other/NotSure

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    Amber Krueger
    Ultimus Fund Solutions, LLC
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  • 2.  RE: Sentiment Analysis

    Posted 05-28-2022 09:33

    Hi Amber,
    The Queue performance gives you the following metrics: sentiment instances, positive sentiment instances, negative sentiment instances and avg sentiment.
    We also have a custom ETL solution (Slidy Data Mart) on AppFoundry that extracts the following tables and aggregate views:

    Queue transcript: speech analytics metrics grouped by queue as well as per division and media type for daily, weekly, monthly and yearly aggregate containing:

    • CustomerSentimentMax
    • CustomerSentimentMin
    • CustomerSentimentCountNegative
    • CustomerSentimentCountPositive
    • CustomerSentimentCount
    • Avg_SentimentScore

    User transcript: speech analytics metrics grouped by user as well as per division and media type for daily, weekly, monthly and yearly aggregate containing:

    • CustomerSentimentMax
    • CustomerSentimentMin
    • CustomerSentimentCountNegative
    • CustomerSentimentCountPositive
    • CustomerSentimentCount
    • Avg_SentimentScore

    Having queue level aggregates including identified topics and sentiment scores should give you pretty much what GC has to offer today. You could also build a custom report to try to find a relationship between the sentiment score and wrap up code (if used).



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    Hichem Agrebi
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
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  • 3.  RE: Sentiment Analysis

    Posted 05-28-2022 19:35
    Thanks - this is helpful!

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    Amber Krueger
    Ultimus Fund Solutions, LLC
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