Set Custom Sentiment for Keywords and Phrases

You can specify the sentimentThe overall mood of the contact, or the result of the call as determined by analysis of words, phrases, and context of the transcript. An interaction can be positive (blue), negative (red), frustrated, mixed (dark gray), or neutral (light gray). you want assigned to certain keywordsAn individual word you enter into NICE inContact Interaction Analytics Pros to flag it as a word with special significance or as a word to use as criteria for including or excluding data from a topic or widget. and phrasesA combination of words, contained in double quotes (""), you enter into NICE inContact Interaction Analytics Pro to flag it as a phrase with special significance or as a phrase to use as criteria for including or excluding data from a topic or widget. in your contact center. For example, in Interaction Analytics Pro, the word 'cancel' is negative by default but it may not necessarily be a negative term in your contact center. You could change the sentiment of 'cancel' from the default negative to neutral.

  1. Click SettingsCustom Sentiment.
  2. Type the words or phrases you want to carry positive, neutral, or negative sentiment in the PositiveNeutral, and Negative fields, respectively.
  3. To remove words or phrases from the sentiment you assigned, click the corresponding X.
  4. Click Save. All new topics going forward are processed with the chosen sentiment applied to the words and phrases you specified.
  5. If you have administrator permissions and want to reprocess all existing topics with the settings you specified, click Update Data.

    Because reprocessing your data can take a long time, finish making any additional updates you want to custom sentiment, the company profile, ignored phrases, or other settings, before you click Update Data.