Workforce Engagement Management

Hi Robert, yes you can do this using the API 

/api/v2/speechandtextanalytics/topics/{topicId} and you can update the strictness and sentiment through the PUT version of the same API.

Here is an example output from the API:

{  "id": "fdbaf517-2e2a-461f-8acb-cad9304adb02",  "name": "Attorney or Lawyer Mention",  "description": "Phrases about legal actions and lawyers.",  "published": true,  "strictness": 65,  "programs": [    {      "id": "5172d438-6668-46f0-bbf5-12c7e02cf8b8",      "selfUri": "/api/v2/speechandtextanalytics/programs/5172d438-6668-46f0-bbf5-12c7e02cf8b8"    }  ],  "tags": [    "Customer Experience"  ],  "dialect": "en-US",  "participants": "External",  "phrases": [    {      "text": "class action settlement suit",      "strictness": 65,      "sentiment": "Negative"    },    {      "text": "give you my \"attorney's\"",      "strictness": 65,      "sentiment": "Negative"    },

I was not asking about if the API works.  I am asking about the sentiment and how you define that.

Hi Robert, yes you can do this using the API 

/api/v2/speechandtextanalytics/topics/{topicId} and you can update the strictness and sentiment through the PUT version of the same API.

Here is an example output from the API:

{  "id": "fdbaf517-2e2a-461f-8acb-cad9304adb02",  "name": "Attorney or Lawyer Mention",  "description": "Phrases about legal actions and lawyers.",  "published": true,  "strictness": 65,  "programs": [    {      "id": "5172d438-6668-46f0-bbf5-12c7e02cf8b8",      "selfUri": "/api/v2/speechandtextanalytics/programs/5172d438-6668-46f0-bbf5-12c7e02cf8b8"    }  ],  "tags": [    "Customer Experience"  ],  "dialect": "en-US",  "participants": "External",  "phrases": [    {      "text": "class action settlement suit",      "strictness": 65,      "sentiment": "Negative"    },    {      "text": "give you my \"attorney's\"",      "strictness": 65,      "sentiment": "Negative"    },

Robert, I apologize for the misunderstanding. Here is the link to the Resource Center re: Sentiment. Understand sentiment analysis - Genesys Cloud Resource Center. Using sentiment feedback in the UI you can "update" a phrase or term to change the sentiment using positive, negative, and neutral and that will override the default sentiment defined in the system.

I was not asking about if the API works.  I am asking about the sentiment and how you define that.

Hi Robert, yes you can do this using the API 

/api/v2/speechandtextanalytics/topics/{topicId} and you can update the strictness and sentiment through the PUT version of the same API.

Here is an example output from the API:

{  "id": "fdbaf517-2e2a-461f-8acb-cad9304adb02",  "name": "Attorney or Lawyer Mention",  "description": "Phrases about legal actions and lawyers.",  "published": true,  "strictness": 65,  "programs": [    {      "id": "5172d438-6668-46f0-bbf5-12c7e02cf8b8",      "selfUri": "/api/v2/speechandtextanalytics/programs/5172d438-6668-46f0-bbf5-12c7e02cf8b8"    }  ],  "tags": [    "Customer Experience"  ],  "dialect": "en-US",  "participants": "External",  "phrases": [    {      "text": "class action settlement suit",      "strictness": 65,      "sentiment": "Negative"    },    {      "text": "give you my \"attorney's\"",      "strictness": 65,      "sentiment": "Negative"    },

Still not hitting the mark (yes, pun intended).  We know there is a sentiment score and we have sentiment feedback.  How does topic sentiment relate to the sentiment score and now can we use that information outside of the API?

Robert, I apologize for the misunderstanding. Here is the link to the Resource Center re: Sentiment. Understand sentiment analysis - Genesys Cloud Resource Center. Using sentiment feedback in the UI you can "update" a phrase or term to change the sentiment using positive, negative, and neutral and that will override the default sentiment defined in the system.

I was not asking about if the API works.  I am asking about the sentiment and how you define that.

Hi Robert, yes you can do this using the API 

/api/v2/speechandtextanalytics/topics/{topicId} and you can update the strictness and sentiment through the PUT version of the same API.

Here is an example output from the API:

{  "id": "fdbaf517-2e2a-461f-8acb-cad9304adb02",  "name": "Attorney or Lawyer Mention",  "description": "Phrases about legal actions and lawyers.",  "published": true,  "strictness": 65,  "programs": [    {      "id": "5172d438-6668-46f0-bbf5-12c7e02cf8b8",      "selfUri": "/api/v2/speechandtextanalytics/programs/5172d438-6668-46f0-bbf5-12c7e02cf8b8"    }  ],  "tags": [    "Customer Experience"  ],  "dialect": "en-US",  "participants": "External",  "phrases": [    {      "text": "class action settlement suit",      "strictness": 65,      "sentiment": "Negative"    },    {      "text": "give you my \"attorney's\"",      "strictness": 65,      "sentiment": "Negative"    },