Genesys Cloud - Main

If I change the list of topics in Genesys, will this have any impact on how sentiment is calculated? For example, we have a topic called "rapport building" would changing this have any impact on sentiment. I think the answer is no but just wanted to make sure.

Hi Deepa,

You are correct that it wont have any impact on sentiment.

Sentiment is based on the words/phrases used and the context they are in, Topics are used so you can search for specific content within interactions.

If I change the list of topics in Genesys, will this have any impact on how sentiment is calculated? For example, we have a topic called "rapport building" would changing this have any impact on sentiment. I think the answer is no but just wanted to make sure.