Workforce Engagement Management

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  • 1.  Sentiment Analysis

    Posted 8 days ago
    Edited by Larissa Casebolt 8 days ago

    Hello all, look for some insight on sentiment analysis. I am looking at two different views in: Queue Trend and Queue Performance. I have chosen the same Queues and same time frame, however Average Sentiment Score and Average Sentiment do not match in the views.  Are those different metrics? Am I reading this wrong? How can I explain these differences?

    Thank you for nay feedback!

    Larissa


    #SpeechandTextAnalytics

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    Larissa Casebolt
    Macy's Systems and Technology, Inc.
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  • 2.  RE: Sentiment Analysis

    GENESYS
    Posted 4 days ago

    Hi Larissa,

    Could you please attach screenshots of the views you are referring to?



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    Adi Goodman
    Genesys - Employees
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    Original Message


  • 3.  RE: Sentiment Analysis

    Posted 3 days ago

    Hi Adi.

    Here are two screenshots, for the same agents for the same timeframe. 

    Frist one is from Agent Performance View, Second is from Agent Topic View. Agent Performance shows Average Sentiment, and Agent Topic shows Average Sentiment Score. I am trying to understand the difference in calculations. Resource center describes calculation for Average Sentiment Score, but I can't find anything regarding Average Sentiment. 

    Thank you,

    Larissa



    ------------------------------
    Larissa Casebolt
    Macy's Systems and Technology, Inc.
    ------------------------------

    Original Message


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