We are calculating the average outside of Genesys. When we average the scores, the 0 is bringing down our overall average sentiment score. I'm assuming if there are no sentiment markers then the system was unable to detect any phrases tied to a sentiment and no sentiment analysis occurred. If that's the case then can't interactions with positive and negative sentiment events end up with a 0 score and how would we differentiate interactions with a sentiment score of 0 (neutral) from interactions with no sentiment events? Right now, we would have to go to the interaction details to know if it is a neutral score of 0 or an interaction with no sentiment calculated.
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Diana Bulloss
Senior Manager, Reporting, Analytics
PPD Development, L.P.
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Original Message:
Sent: 02-05-2026 11:24
From: Anik Dey
Subject: Sentiment Score But No Sentiment Markers
Hi Diana,
The 0 implies neutral here. Neither positive or negative.
Where are you pulling the average sentiment score results from? The Queue Topics/Agent Topics/Topic Trends Views?
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Anik Dey
Genesys - Employees
Original Message:
Sent: 02-04-2026 15:37
From: Diana Bulloss
Subject: Sentiment Score But No Sentiment Markers
We have identified that interactions will show a sentiment score and sentiment trend of 0 even though there are no sentiment markers in the interaction. This is skewing our average sentiment score results. Why is it showing 0 instead of a blank if there were no topics with sentiment detected? (Empathy doesn't behave this way. If there is no empathy score then it is blank.)
#SpeechandTextAnalytics
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Diana Bulloss
Senior Manager, Reporting, Analytics
PPD Development, L.P.
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