When I say 'like sentiment analysis', I am referring to the score ranging from -100 to +100. The underlying math to calculate overall empathy and overall sentiment is different. Sentiment considers the position of the phrases in the interaction, phrases towards the end of an interaction gets higher weight, this is outlined here - https://help.mypurecloud.com/faqs/how-is-the-customer-sentiment-score-calculated/
It was designed this way because customers could enter the conversation very angry, and it would be unfair to rate phrases in the beginning of the call with the same weight as later in the call, if the customer ended the call being happy, that matters most.
We didn't go with the same approach for agent empathy, because position of the phrase shouldn't play a part in agent empathy. If the agent was unhelpful in the beginning or the end of the call, it is still unhelpful behavior, and they should not be treated differently. Therefore, we didn't consider trends for agent empathy score.
Original Message:
Sent: 10-30-2023 14:56
From: Robert Wakefield-Carl
Subject: Where is the Agent Empathy?
Not like Sentiment Analysis. Let's assume your 5 and 2 example in this order -100, -100, +100, -100, +100. With your calculation, it would be the -43, but with Sentiment from what I know of it, you start at 0 then it would move to -100, and stay then back to 0 and back -100 then back to 0. Which is it - based on time or average? Again, how is trending going to come into play? With Sentiment, not every utterance is -100 or +100 as well.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 10-30-2023 14:49
From: Anik Dey
Subject: Where is the Agent Empathy?
Let me give you another example, if there 5 unempathetic phrases in an interaction, and only 2 empathetic phrases, this is how the overall empathy is calculated:
empathy score = 100 * (2 -5)/7 = -43
The score will range from -100 to +100, like sentiment analysis.
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Anik Dey
Genesys - Employees
Original Message:
Sent: 10-30-2023 14:16
From: Robert Wakefield-Carl
Subject: Where is the Agent Empathy?
That is not what sentiment score does. It starts at 0 then moves the needle one way or the other to get the end score along with trending. Your calculation would not allow for trending on the empathy score - is that not something that was considered? Are you also saying that EVERY emp or uab is scored as 100 like the sentiment feedback phrases?
Don't you think that a beta would have been better?
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 10-30-2023 12:09
From: Anik Dey
Subject: Where is the Agent Empathy?
Hi Richard,
The formula that we are using to calculate agent empathy score is:
Overall agent empathy score for an agent = 100 * (emp num - uab num) / N
emp = empathetic responses
uab = unempathetic / unhelpful behavior / agent apathy responses
So if there is a total of 2 phrases detected by the engine containining either empathetic/unempathetic responses and both of them were empathetic, the score would be = 100 * (2-0)/2 = 100
We will update the docs to include this.
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Anik Dey
Genesys - Employees
Original Message:
Sent: 10-30-2023 04:45
From: Richard Chandler
Subject: Where is the Agent Empathy?
I have found some entries in some conversations but without extracting a mass of data it's bit difficult to correlate. I would assume the Express Empathy Topic should have scores. Every one found has been 100 as opposed to Sentiment which is a long decimal. The UI is expected in December so that will help but don't know when this will be added to content search or aggregates.
"empathyScores": [
{
"score": 100,
"userId": "<ID>"
}
],
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Richard Chandler
Connect
Original Message:
Sent: 10-29-2023 16:31
From: Anton Vroon
Subject: Where is the Agent Empathy?
I've had the same results,
Feels like a 1/4 released feature, no UI, API setup, but data not feeding through to it.
Documentation is also lacking, only page I could find is the understand agent empathy analysis page, which doesn't even mention the toggle in Speech and Text Analytics to enable it.
Pretty disappointing.
Edit: Using speechandtextanalytics/conversations/conversationid for reference to try to view
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Anton Vroon
Original Message:
Sent: 10-27-2023 11:22
From: Robert Wakefield-Carl
Subject: Where is the Agent Empathy?
Last week, we got Agent Empathy scores in an API (sadly not in the UI), but when I run the API, all I get is this:
"empathyScores": [ {} ],
That is on EVERY single call or message I have reviewed. I do have it enabled:
Anyone know what this is looking for and what Topic might trigger it?
#ConversationalAI(Bots,AgentAssist,etc.)
#QualityManagement
#Reporting/Analytics
#Roadmap/NewFeatures
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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