Genesys Cloud CX

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  • 1.  Sentiment Analysis/Speech Analytics

    Posted 3 days ago

    Hi guys, the Genesys Rookie here.

    Do any of you happen to know if it is possible to have\add custom keywords tagged in the Sentiment Analysis transcript?  Example:  "Safety" "Quit" "Terminate", etc.

    Thank you,


    Tracee Baddley
    U.S. Xpress

  • 2.  RE: Sentiment Analysis/Speech Analytics

    Top 25 Contributor
    Posted 3 days ago

    You could do this with topics, not sentiment analysis - that is just an indication of how the caller is "feeling" based on the words and phrases they express.  I would setup a topic with those phrases (phrases are much better than single words) and apply to a flow or queue.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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