Genesys Cloud - Main

In this video, @Kumar Sanjeevi talks about how 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.

Release Notes : https://help.mypurecloud.com/releasenote/march-31-2025/

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