No, that URL returns the content of digital interactions as well. All interactions have a transcript. For voice that means transcription enabled is required. For digital, as the communication is in text, it already has a transcript.
Thanks,
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Rakesh Tailor
Director, Product Management - Workforce Engagement
Genesys Cloud
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Original Message:
Sent: 03-22-2021 09:38
From: HIchem Agrebi
Subject: Sentiment analysis for digital interactions
Thanks Rakesh,
That doesn't answer my question about chat and email sentiment analysis since transscripts are only applicable to voice calls. A chat and email is in text and doesn't require transcription but I assume some specific training to have sentiment analysis for each party individually or the conversation overall. Calling the API /api/v2/speechandtextanalytics/conversations/{conversationId} with a chat conversationId doesn't work, so wanted to know when to expect sentiment analysis for chat and email or if already available how to access it via APIs?
Thanks a lot
Hichem
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HIchem Agrebi
Orange SA
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Original Message:
Sent: 03-22-2021 08:22
From: Rakesh Tailor
Subject: Sentiment analysis for digital interactions
All of the Speech and Text Analytics information is in the TranscriptURL API:
api/rest/v2/speechtextanalytics/transcript_url.html
Thanks,
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Rakesh Tailor
Director, Product Management - Workforce Engagement
Genesys Cloud
Original Message:
Sent: 03-19-2021 19:16
From: HIchem Agrebi
Subject: Sentiment analysis for digital interactions
Hi Rakesh, would you mind confirming whether we can extract sentiment analysis for chat and email interactions via APIs? When I use/api/v2/speechandtextanalytics/conversations/{conversationId} with a chat interaction it's not working. I understand that sentiment markers for digital interactions are not available on the UI yet but is sentiment analysis available for these interactions via API?
Thanks
Hichem
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HIchem Agrebi
Orange SA
Original Message:
Sent: 01-25-2021 08:58
From: Rakesh Tailor
Subject: Sentiment analysis for digital interactions
It looks like sentiment analysis is running correctly as you are seeing 0 for the sentiment score. It could be something with the formatting of the email. Could I ask you to submit this to Customer Care?
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Rakesh Tailor
Director, Product Management - Workforce Engagement
Genesys Cloud
Original Message:
Sent: 01-21-2021 12:50
From: Armands Bunkovskis
Subject: Sentiment analysis for digital interactions
Thanks. This was done as en-US, also language was set on a flow level. When it is done, system starts to show sentiment value, but as I said - it is always 0, even if email contains all phrases for negative sentiment
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Armands Bunkovskis
Adventus Solutions Sia
Original Message:
Sent: 01-21-2021 10:41
From: Rakesh Tailor
Subject: Sentiment analysis for digital interactions
Hi Armands,
You need to set the expected language in Speech and Text Analytics Settings.
Details are here:
https://help.mypurecloud.com/articles/speech-and-text-analytics-settings/
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Rakesh Tailor
Director, Product Management - Workforce Engagement
Genesys Cloud