Yaro | 2024-11-01 09:43:24 UTC | #1
Heya. I am trying to get Sentiment and Agent Empathy analysis for bulk of conversations. Using this API:
POST /api/v2/analytics/transcripts/aggregates/query
And Query like this:
{ "metrics": [ "oCustomerSentiment", "oSentimentScore" ], "interval": "2024-10-26T04:00:00/2024-10-27T04:00:00", "groupBy": [ "divisionId", "conversationId", "userId", "direction", "topicId" ], "filter": { "type": "and" }, "flattenMultivaluedDimensions": true }
All is good for Sentiment and Topics, but how can I get Agent Empathy Score?
Thank you.
Eos_Rios | 2024-11-01 13:09:12 UTC | #2
I don't believe it's reached metrics yet -
https://community.genesys.com/discussion/agent-empathy-analysis-api-for-english-to-identify-areas-for-improvement-in-agent-training
https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1941
We are expecting to add it product Q1, 2025.
system | 2024-12-01 13:08:19 UTC | #3
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