Workforce Engagement Management

Hi everyone,

I'm new to Genesys and trying to understand how sentiment scoring works. We've recently enabled Sentiment Analysis in our org and noticed that some long sentences are being incorrectly marked as negative.

I believe Sentiment Feedback could help correct this, but I'm unsure how to extract meaningful phrases from these long sentences so that future interactions are scored more accurately.

Am I approaching this the right way? Has anyone dealt with similar issues and found an effective method for identifying and submitting phrases for feedback?

Appreciate any insights or best practices!

#Unsure/Other

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Radha Madduri
Platform Test Engineer
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Hello Radha,

I am going to move this thread to the Workforce Engagement Management community as they will be better placed to answer this question.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Radha, welcome to the User Community. We have a Resource center (help.genesys.com) which you will find useful. For your specific use case, here is a link that will explain how sentiment score is calculated (https://help.mypurecloud.com/faqs/how-is-the-customer-sentiment-score-calculated/) 

You are correct, if you are seeing repetitive unwanted sentiment markers, you can use sentiment feedback to either change the sentiment reflected or choose to neutralize the phrase.  Here is a link for more details on sentiment analysis/feedback: https://help.mypurecloud.com/articles/work-with-sentiment-analysis/

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Mark Fagus
Senior Global WEM Business Specialist
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