Workforce Engagement Management

 View Only
Discussion Thread View
  • 1.  Sentiment Problems

    Posted 09-02-2022 13:03
    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!
    #GenesysCloudCX
    #WorkforceManagement
    #SpeechandTextAnalytics
    #QualityManagement
    #InteractionAnalytics
    #InteractionRecording
    #Other/NotSure

    ------------------------------
    Addison Hild
    Athene
    ------------------------------


  • 2.  RE: Sentiment Problems
    Best Answer

    GENESYS
    Posted 09-07-2022 14:48
    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

    ------------------------------
    William Sellier-Gómez
    Senior Product Manager - Speech and Text Analytics, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------



  • 3.  RE: Sentiment Problems

    Top 25 Contributor
    Posted 10-04-2022 12:09
    Just to be clear the ability to add the sentiment on topics was removed?

    ------------------------------
    Daniel Cross
    Bright Horizons Family Solutions LLC
    ------------------------------



  • 4.  RE: Sentiment Problems

    GENESYS
    Posted 10-04-2022 13:02
    Hi Daniel,

    It was just a user interface element which was accidentally exposed. The functionality to add sentiment to topics was never there.

    ------------------------------
    William Sellier-Gómez
    Senior Product Manager - Speech and Text Analytics, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------