Required permission: Interaction Analytics Edit
You can specify the sentiment
Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray). you want assigned to certain keywords, phrases Combination of words that have special significance when used together in a specified order, such as "want to cancel"., and custom entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. in your contact center. For example, in Interaction Analytics, the word cancel is neutral by default but you may want it to be negative if you're concerned about customers canceling a service. You could change the sentiment of cancel from the default sentiment from neutral to negative.
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Click the app selector
and select Analytics.
- Click Language Profile > Custom Sentiment.
- If your organization uses more than one language with Interaction Analytics, the language you are currently using appears near the top right of the page. If you need to work on non-English entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants., return to the Language Profile page and select a language from the drop-down.
- Enter the words or phrases you want to carry positive, neutral, or negative sentiment in the Positive, Neutral, and Negative fields, respectively.
- To remove words or phrases from the sentiment you assigned, click the corresponding X.
- Click Save. All new datasets going forward are processed with the chosen sentiment applied to the words and phrases you specified.
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If you have the Interaction Analytics Admin permission and want to reprocess all existing datasets with the settings you specified, click Update Data.
Reprocessing all of your company's data can take a long time. You should finish making any additional updates you want to custom sentiment, the company profile
Page in Interaction Analytics where you can create custom entities., ignored phrases, or other Language Model settings, before you click Update Data to save and reprocess. You can view the reprocess status at the bottom of the left navigation menu.