Analytics

Triggers sentiment analysis on email text, evaluating content for positive, negative, neutral, or mixed tones. The emails can be routed to agents based on this analysis. For example, an email with negative or mixed sentiment analysis can be routed to an agent skilled at customer retention.

Supported Script Types

Email

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
ScriptMediaType	Specifies the type of media the action will process. Currently the only available value is Email.
Language	Specifies the language of the text being analyzed. Currently the only available language is English. Specifying the language speeds up the analysis process, which otherwise would need to detect the language itself before beginning analysis.
Results	Allows customization of the variable where sentiment analysis results (positive, negative, neutral, mixed) will be stored. The default value is Analytics.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
OnError	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.