Workforce Engagement Management

Hi all, 

I have been reviewing the Genesys Cloud help guide and in the article below it talks about Green Thumbs up and Red Thumbs down

https://help.genesys.cloud/articles/understand-sentiment-analysis/

But then in the second article in the help guide it talks about Green Smile face and Red Sad face

https://help.genesys.cloud/articles/work-with-sentiment-analysis/

We are in the process of activating this, but can I confirm what symbol the system uses as the help guide has screen shots of both and seems confusing?

Hi Mike,

My understanding is that both icons are simply different visual representations of the same positive and negative sentiment markers, rather than indicating different sentiment levels or functionality.

I checked our environment as well and I can see thumbs up/down for positive and negative sentiment on both the waveform and Events panel. I couldn't find the smile/sad-face icons in our UI.

The documentation does seem a little inconsistent here, as the Work with sentiment analysis article describes a green smile for positive sentiment and red sad face for negative sentiment.

It would be interesting to know whether this is due to a UI change or whether the documentation needs updating.

Hope this helps.

Hi Mike,

The Thumbs Up and Down are sentiment events. The Smiles/Frowns are Empathy events.

Thanks both, I will update our internal documentation with the above. 

Thank you Richard for replying