Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Sentiment Test/Phrase Reporting Option

    NEW MEMBER
    Posted 9 days ago
    Hi there!

    Hoping to find out if there is a way to pull reports on Genesys showing what trending phrases and topics were used over multiple queues. I know we can pull a report showing scoring, but I need to see what phrases/topics are trending over others to do further research on what needs to be updated in our content library. Basically looking to have a listing of words which are triggering negative scores. We are seeing phrases/topics/words which are scoring negativity but the calls are great. Hopefully what I am asking makes sense. Please let me know if not. :)

    Thanks
    Eve
    #Reporting/Analytics

    ------------------------------
    Evelisa Rivera

    ------------------------------


  • 2.  RE: Sentiment Test/Phrase Reporting Option

    GENESYS
    Posted 8 days ago
    Hi

    Thanks for your post Eve

    Just to clarify, are you talking about being able to see Sentiment performance for Topics that you have in the system? So for instance being able to see, from a sentiment perspective, how each of the Topics (and their associated phrases) is doing?

    In the next couple of weeks we'll be adding Sentiment data to Topic Trends, which would I believe give you the kind of information you're looking for in order to focus in on Topics of interest:


    If this isn't quite what you were looking for though please let me know so I can gain a better understanding.

    Thanks

    ------------------------------
    Andrew Boland
    Genesys - Employees
    ------------------------------



  • 3.  RE: Sentiment Test/Phrase Reporting Option

    NEW MEMBER
    Posted 8 days ago
    Edited by Evelisa Rivera 3 days ago
    Thank you for this Andrew. This is great. two questions: How do I have the sentiment bar column added as an option with selecting a column to add in? The sentiment option is not there for me to select.

    Within this performance review I noticed when you select on one of the topics it does not break down what phrase was used the most. Is this something we can see?

    We are running into an issue with phrases being scored wrong with the call is a great call. So, we'd like to determine what phrases need to be updated within the system so the scoring is correct.

    Thanks for your help!

    - Evelisa

    ------------------------------
    Evelisa Rivera

    ------------------------------



  • 4.  RE: Sentiment Test/Phrase Reporting Option

    GENESYS
    Posted 3 days ago
    Thanks Evelisa

    Regarding the Sentiment column, this is not actually live yet.

    This is due to be available next week, so try to check it out next Wednesday.

    Regarding the phrases, it is possible to see the phrases associated to Sentiment down at the interaction level. Is there another location you'd want to see these phrases to cover the Use Case you mention?

    Thanks

    Andy

    ------------------------------
    Andrew Boland
    Genesys - Employees
    ------------------------------