# Sentiment Feedback

# Sentiment Feedback (Genesys Cloud Quality & Performance Management)

| Section | Description |
|---|---|
| Module Context | Part of **Quality Management → Speech & Text Analytics** within **Workforce Engagement Management (WEM)** |
| Admin Location | `Admin → Quality → Sentiment Feedback` |
| Purpose | Allows administrators to **correct sentiment classification errors** in Speech & Text Analytics by labeling phrases as **Positive, Neutral, or Negative**, improving automated sentiment detection accuracy |

Sentiment Feedback is used to improve the **machine learning sentiment model** that evaluates transcripts produced by Speech & Text Analytics. When the system misinterprets emotional tone in a conversation, administrators can add a phrase and assign the correct sentiment classification.

These corrections influence future sentiment analysis results and help improve **topic detection, interaction insights, and analytics reporting**.

---

# Summary Table

| Attribute | Details |
|---|---|
| Feature Area | Speech & Text Analytics |
| Primary Function | Improve sentiment classification accuracy |
| Data Source | Interaction transcripts |
| Supported Channels | Voice (transcribed), Chat, Messaging, Email |
| Sentiment Labels | Positive / Neutral / Negative |
| Dialect Context | Sentiment phrases are tied to a **language dialect** used by speech analytics models |
| Typical Users | Quality administrators, analytics administrators |
| Dependency | Speech & Text Analytics must be enabled |

---

# Study Notes

| Topic | Explanation |
|---|---|
| Sentiment Analysis | Automatic classification of emotional tone within conversations |
| Sentiment Feedback | Manual correction of sentiment detection errors |
| Phrase-Based Overrides | Administrators add phrases that override default sentiment classification |
| Transcript Dependency | Sentiment feedback only applies to interactions with transcripts |
| Dialect Awareness | Phrases must match the **speech analytics dialect model** used during transcription |
| Analytics Impact | Changes influence future sentiment scoring and analytics dashboards |

Key concepts:

- Sentiment feedback improves the **accuracy of automated sentiment scoring**.
- Phrases are applied **per dialect**, ensuring correct language interpretation.
- Corrections apply to **future transcript processing**.
- Sentiment feedback helps refine analytics used for **CX insights and coaching**.

---

# Navigation

| Task | Navigation |
|---|---|
| Open Sentiment Feedback | `Admin → Quality → Sentiment Feedback` |
| Add new sentiment phrase | `Admin → Quality → Sentiment Feedback → Add Phrase` |
| Edit phrase | `Admin → Quality → Sentiment Feedback → Edit` |
| Delete phrase | `Admin → Quality → Sentiment Feedback → Delete` |
| Review transcript sentiment | `Performance → Workspace → Interactions` |

---

# Configuration Fields (UI Form Fields)

## Main Page

| UI Field | Description | Options / Behavior |
|---|---|---|
| Phrase List | Displays phrases configured for sentiment feedback | Read-only |
| Sentiment Label | Shows sentiment classification assigned to phrase | Positive / Neutral / Negative |
| Dialect | Dialect the phrase applies to | Example: English – United States |
| Created By | User who created phrase entry | Read-only |
| Created Date | Timestamp of phrase creation | Read-only |
| Search | Search for phrases in list | Text field |
| Add Phrase | Opens phrase creation form | Button |
| Edit | Edit phrase sentiment configuration | Button |
| Delete | Remove phrase from sentiment list | Button |
| Refresh | Reload phrase list | Button |

---

## Create/Edit Form

| UI Field | Description | Options |
|---|---|---|
| Phrase | Phrase appearing in transcripts | Text input |
| Sentiment | Sentiment assigned to phrase | Positive / Neutral / Negative |
| Dialect | Speech analytics dialect model used for phrase interpretation | Example options: English – United States / English – United Kingdom / Spanish – Spain / Spanish – Mexico / Portuguese – Brazil |
| Description | Optional note describing reason for classification | Text input |
| Save | Save configuration | Button |
| Cancel | Discard changes | Button |

---

## Tabs, Toggles, Dropdowns, Action Buttons

| UI Element Type | Item |
|---|---|
| Tabs | Sentiment Feedback page |
| Text Fields | Phrase, Description |
| Dropdowns | Sentiment classification, Dialect |
| Buttons | Add Phrase, Save, Cancel, Edit, Delete, Refresh |

Note: No toggles are documented for Sentiment Feedback in the admin UI.

---

# Dependencies

| Component | Purpose |
|---|---|
| Speech & Text Analytics | Generates transcripts used for sentiment analysis |
| Interaction Recording | Required for voice transcript generation |
| Topics | Sentiment can be correlated with topics |
| Programs | Topics grouped for analytics programs |
| Topic Miner | Detects candidate phrases for sentiment feedback |
| Language Models | Dialect-specific transcription models |

---

# Platform Integration / Related Components

| Component | Relationship |
|---|---|
| Speech & Text Analytics | Provides transcript and sentiment analysis engine |
| Topics | Sentiment often analyzed alongside topics |
| Programs | Topic groups used in analytics dashboards |
| Topic Miner | Identifies phrases administrators may classify |
| Interaction Analytics | Displays sentiment metrics |

---

# Integration Examples

| Integration | Description |
|---|---|
| Analytics API | Retrieve sentiment metrics for dashboards |
| Notifications API | Subscribe to interaction lifecycle events to trigger external analytics processing |
| Conversations API | Retrieve transcript data programmatically |

Example integration workflow:

```

Customer Interaction
↓
Speech Analytics Transcript
↓
Sentiment Analysis
↓
Sentiment Feedback Overrides
↓
Analytics API retrieves results
↓
External dashboard updated

```

---

# Related Topics / Further Reading

| Topic | Description |
|---|---|
| Speech & Text Analytics | Core analytics engine |
| Topic Miner | Discover phrases in transcripts |
| Topics | Phrase detection logic |
| Programs | Topic grouping for analytics |
| Evaluation Forms | Agent performance scoring |

---

# Implementation Checklist

| Task | Status |
|---|---|
| Enable Speech & Text Analytics | ☐ |
| Confirm transcript generation | ☐ |
| Verify correct dialect configuration | ☐ |
| Review sentiment accuracy | ☐ |
| Identify misclassified phrases | ☐ |
| Add sentiment feedback entries | ☐ |
| Validate improved sentiment detection | ☐ |

---

# Implementation Guide

| Step | Action |
|---|---|
| Step 1 | Enable Speech & Text Analytics |
| Step 2 | Confirm transcripts are generated |
| Step 3 | Review interactions for sentiment misclassification |
| Step 4 | Navigate to Sentiment Feedback |
| Step 5 | Click Add Phrase |
| Step 6 | Enter phrase and select correct dialect |
| Step 7 | Assign sentiment classification |
| Step 8 | Save configuration |

---

# How to Implement

| Phase | Description |
|---|---|
| Analytics Monitoring | Monitor sentiment results in transcripts |
| Error Identification | Detect incorrect sentiment classification |
| Phrase Feedback | Add phrase classification using correct dialect |
| Validation | Monitor analytics improvements |

---

# Workflow

```

Customer Interaction
↓
Interaction Recording
↓
Speech-to-Text Transcription
↓
Speech Analytics Sentiment Engine
↓
Admin Detects Incorrect Sentiment
↓
Sentiment Feedback Phrase Added (Dialect-specific)
↓
Future transcripts classified correctly

```

---

# Architecture Diagram

```

Customer Interaction
↓
Recording Engine
↓
Speech-to-Text Processing
↓
Transcript Storage
↓
Speech & Text Analytics
├ Sentiment Analysis
└ Topic Detection
↓
Sentiment Feedback Phrase Overrides
↓
Analytics Dashboard

```

---

# Real Flow Scenarios

## Scenario 1 – Correcting Positive Sentiment

```

Customer says: "Thank you for resolving my issue"
↓
System labels phrase as Neutral
↓
Admin adds phrase with Positive sentiment
↓
Future interactions labeled Positive

```

---

## Scenario 2 – Detecting Customer Frustration

```

Customer says: "This service is terrible"
↓
Transcript generated
↓
Sentiment engine detects negative tone
↓
Analytics dashboard flags interaction

```

---

# Usage Scenarios

| Scenario | Description |
|---|---|
| Customer satisfaction monitoring | Improve sentiment accuracy |
| Product issue detection | Identify negative feedback |
| Agent coaching | Understand customer reactions |
| CX analytics | Track sentiment trends |

---

# Implementation Examples

| Example | Configuration |
|---|---|
| Support center | Add satisfaction phrases |
| Billing queue | Label complaint phrases |
| Sales queue | Label positive purchase indicators |

---

# Design Example

```

Inbound Customer Call
↓
Speech Analytics Transcript
↓
Sentiment Classification
↓
Admin Reviews Transcript
↓
Sentiment Feedback Added
↓
Improved Analytics Accuracy

```

---

# Best Practices

| Practice | Reason |
|---|---|
| Add phrases tied to correct dialect | Prevent incorrect language interpretation |
| Focus on high-frequency phrases | Improve model quickly |
| Review sentiment dashboards regularly | Detect classification issues |
| Combine sentiment with topics | Improve context understanding |

---

# Naming Convention

| Resource | Example |
|---|---|
| Phrase Classification | Positive_Service_Resolution |
| Phrase Classification | Negative_Billing_Issue |

Naming pattern:

```

<Sentiment>_<Context>

```

---

# Security Considerations

| Control | Description |
|---|---|
| Role-based access | Restrict configuration to administrators |
| Transcript privacy | Protect sensitive conversation data |
| Data retention policies | Control transcript storage |
| Encryption | Protect stored transcripts |

---

# Limitations / Constraints

| Constraint | Description |
|---|---|
| Sentiment categories | Positive / Neutral / Negative |
| Requires transcripts | Speech analytics must be enabled |
| Context sensitivity | Phrase sentiment may vary by context |
| Dialect dependence | Phrase must match configured dialect |

---

# Troubleshooting

| Issue | Cause | Resolution |
|---|---|---|
| Sentiment incorrect | Phrase not defined | Add sentiment feedback |
| Phrase not matching | Dialect mismatch | Select correct dialect |
| No transcripts available | Speech analytics disabled | Enable transcription |
| Analytics unchanged | Phrase not used in transcripts | Verify phrase frequency |

---

# Interview Cheat Sheet

| Question | Answer |
|---|---|
| What is Sentiment Feedback? | Manual correction of sentiment classification |
| Where is it configured? | Admin → Quality → Sentiment Feedback |
| What labels exist? | Positive, Neutral, Negative |
| What additional parameter is required? | Dialect |
| What dependency is required? | Speech & Text Analytics |

---

# Key Takeaways

| Topic | Summary |
|---|---|
| Sentiment Feedback | Improves automated sentiment detection |
| Phrase Overrides | Admins classify phrases manually |
| Dialect Support | Phrases must match speech analytics dialect |
| Speech Analytics | Provides transcripts used for analysis |
| Continuous Improvement | Feedback improves analytics accuracy |
---


# Screenshots
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/lEuHpNgON2Tgmhqc-image-1773081637466.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/lEuHpNgON2Tgmhqc-image-1773081637466.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/6bXAU9YFwZIVJ5qS-image-1773082064181.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/6bXAU9YFwZIVJ5qS-image-1773082064181.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/tor8pRWlb3v26of7-image-1773082239851.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/tor8pRWlb3v26of7-image-1773082239851.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/tiEmNvUO3iyzziOW-image-1773082252232.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/tiEmNvUO3iyzziOW-image-1773082252232.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/oyxF9q5KslZHALxO-image-1773082348188.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/oyxF9q5KslZHALxO-image-1773082348188.png)