Genesys Cloud
Enhanced clarity with uniform sentiment metrics
| Announced on | Effective date |
|---|---|
| 2024-08-05 | - |
In a future release, Genesys Cloud will display the Average Sentiment Score in the following views:
- Agents Performance Detail view
- Agents Performance Summary view
- Agents Queues Detail view
- Email Agent Performance Detail view
- Email Agent Performance Summary view
- Email Queue Performance Detail view
- Email Queue Performance Summary view
- Flows Performance Detail view
- Flows Performance Summary view
- Message Agent Performance Detail view
- Message Agent Performance Summary view
- Message Queue Performance Detail view
- Message Queue Performance Summary view
- Queues Agents Detail view
- Queues Performance Detail view
- Queues Performance Summary view
The Average Sentiment Score column represents the overall sentiment score at the conversation level and is calculated by weighing each found sentiment event (positive or negative) based on their relative location in the interaction, with a greater weight towards the end of the interaction. See more details about overall customer sentiment score here.
The Avg Sentiment column will still be an available column to add to these views, but will be renamed Average Phrase-Level Sentiment Score. This column represents the simple average of the found sentiment events, regardless of their relative location in the interaction.
Customers who are exporting one or more of these views into any other system should verify that their parsing logic is updated to handle the change. The updated column name is Average Phrase-Level Sentiment Score.
For more information, see the Sentiment Analysis community post.
