In this video @Kumar Sanjeevi shows us how to view average sentiment score across performance views.
Administrators can now view the Average Sentiment Score by default in the Agent Performance, Queue Performance, and Flow Performance views. Previously, different views displayed sentiment data using different calculations. Now, all views use the same Average Sentiment Score, helping supervisors analyze sentiment trends more consistently. The Avg Sentiment metric is still available as an optional column, and a new tooltip explains the differences between the two metrics.
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Release Notes: https://help.mypurecloud.com/releasenote/march-31-2025/
#TAMStudios #PerformanceViews
@Kumar Sanjeevi, @Rebecca Harper - stumbled across this whilst doing some investigating, please can you explain what the difference is between how the two averages are worked out? An example instance of what we're seeing is in Agent view we see the old average sentiment showing 100 and the new one showing 50. On further digging there's 6 sentiment instances all of which are positive as such the 100 would make more sense than the 50
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