Hello Addison,
We released a change to Sentiment Scoring on March 23rd, 2022 (https://help.mypurecloud.com/releasenote/march-23-2022/). However, we would like to meet with you to learn more about what you are seeing with calls lacking the sentiment markers you are expecting. I will reach out to you via email to schedule this.
The topic creation with sentiment feature was accidentally exposed. Please note that this has had no impact on sentiment detection.
Thank-you,
Will
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William Sellier-Gómez
Senior Product Manager - Speech and Text Analytics, Genesys Cloud
Workforce Engagement Management (WEM)
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Original Message:
Sent: 09-02-2022 13:03
From: Addison Hild
Subject: Sentiment Problems
Hello!
Is anyone else noticing problems with their sentiment scores. Starting back in early July we noticed that many of our calls stopped picking up obvious positive and negative sentiment markers.
We also noticed that when we would create a new topic we were unable to set the sentiment associated with that topic anymore. In the call it will just pick up the topic with no sentiment attached.
We find that our sentiment scores are all over the place and no longer accurate.
Any advice or ways to fix? Thanks!
#Genesys Cloud CX
#WorkforceManagement
#SpeechandTextAnalytics
#QualityManagement
#Interaction Analytics
#Interaction/ScreenRecording
#Other/NotSure
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Addison Hild
Athene
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