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Agent empathy analysis 

05-08-2024 22:27

In this video @Christopher Visick talks about Agent empathy analysis

Genesys Cloud now measures and reports on agent empathy in their interactions with customers. The reporting results help analysts improve performance management, agent evaluation, coaching, and training to improve the overall customer experience. This feature reinforces a Genesys core value to embrace empathy and enables organizations to provide a favorable customer experience with empathy as the focus.

Release Notes: https://help.mypurecloud.com/releasenote/april-22-2024

#TAMStudios #WEM #STA #SpeechandTextAnalytics  

Please post any questions, or comments, below or email us at TAMStudios@Genesys.com  


#CommunityVideos(TAM,QA,etc.)

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Glenda Kingston
05-20-2024 11:42

Hi @Christopher Visick

Thank you for the response. I look forward to additional communication on the scoring issue. 

So typically, the scoring if neutral the score is an absolute 0 as indicated during out analysis of Empathy.  Based on the response this would treat all nulls as a neutral or 0? If so, this will greatly decrease out agent averages. 

Thank you for reaching out to product management as this will help with customizing Agent Empathy to better represent our calls/intent. 

Christopher Visick
05-19-2024 20:24

Hi there @Glenda Kingston

Your right - those scores don't make alot of sense. We will reach out to you via email in regards to the point scoring question.

In regards to the other questions you've raised we certain interactions will not have any agent empathy score (denoted by ‘-‘) because no empathetic or unhelpful phrases were detected in the conversation, such conversations are neutral.

Further to add, we have reached out to Product Management and the below items will be added to the Speech & Text Analytics Roadmap.
These will be:
  • Agent empathy feedback service like sentiment
  • Incorporate agent empathy scores into STA aggregate views like Agent Topics, Topic Trends etc.
  • Incorporate agent empathy scores into Gamification Views

Regards
Christopher Visick

Glenda Kingston
05-16-2024 17:52

Thanks Christopher, 

Could you all clarify scoring as the two examples below do not make sense:

1) 

2) 

Christopher Visick
05-16-2024 05:04

Thank you for your questions Glenda - We are researching these answers for you and will post as soon as we can :-)

Glenda Kingston
05-15-2024 17:32

Additional question: for Sentiment we can add phrases, is this going to be a feature with agent empathy also? I have included the sentiment steps below and while I am uncertain what the Agent Empathy phrase group fully consists of, I do know we have some company specifics that would be good additions/trackables. 

Although the sentiment analysis results are derived from contact center specific transcriptions and data, there are cases where organizations need to enhance the analysis by adding a phrase that conveys a specific sentiment. The phrases are dialect specific and must be mapped to only one sentiment. The process to add phrases to a sentiment is as follows:

  1. Click Admin.
  2. Under Quality click Sentiment Feedback. The list of existing phrases appears.
  3. Click Add Phrase.
  4. In the Phrase field, enter the phrase.
  5. From the Sentiment list, select positive, negative, or neutral.
  6. From the Dialect list, select the language that must be associated with this new phrase.
  7. Click Add.

Glenda Kingston
05-15-2024 12:18

Good morning, 

Agent Empathy is populating, and this has been a great addition to the UI! 

1) Agent Empathy populates sporadically on interactions (field is NULL - no digits). Out of 2562 interactions from Monday/Tuesday/Wednesday 23% (592) had an empathy score. The same bucket of calls 100% had customer sentiment. Why is empathy populating so infrequently?

2) We are limited to 1001 rows of data during an export. How can we see an empathy score average by agent or by group without exporting buckets and compiling to obtain and aggregate score?

Eagerly awaiting a reply as an idea may be needed -

Thank you :)

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