Is the calculation given in Sentiment analysis - How is the overall customer sentiment score calculated? - Genesys Cloud Resource Center still accurate for how Sentiment is calculated?
I have manually calculated the Sentiment on two conversations and neither of them match the result provided on the front end, examples below:
1: 11 phrases meaning a weighting of 0.090909, first two and last two phrases positive the rest negative so calculation is as follows: F((1x0.090909)+(1x0.181818)+(-1x0.27273)+....(1x1)) where F is 100xtanh(0.75 x result) i.e. 100xtanh(0.75x-1.22727) = -84.1786
In this instance the front end provides the result of -85, not a huge difference and one that could potentially be put down to rounding discrepancies across different programs
2. 23 phrases meaning a weighting of 0.043478, phrases 13, 20, 21, 22 &23 positive the rest negative so calculation is as follows: F((-1x0.04348)+(-1x0.0.08696)+(-1x0.13043)+....(1*0.956522)+(1x1)) where F is 100xtanh(0.75 x result) i.e. 100xtanh(0.75x-3.3913) = -98.7722
In this instance the front end provides the result of -86, a much bigger difference than the first example
The route that lead to this was trying to establish whether when looking at sentiment on the Agent Performance views it was effected by previous call segments (i.e. a transfer into the existing agent)
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Kieran Lane
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