Sentiment Feedback
Sentiment Feedback (Genesys Cloud Quality & Performance Management)
| Section |
Description |
| Module Context |
Part of Quality Management / Speech & Text Analytics / Workforce Engagement Management (WEM) |
| Admin Location |
Admin → Quality → Sentiment Feedback |
| Purpose |
Allows administrators to correct or improve sentiment classification used by Speech & Text Analytics by labeling phrases as Positive, Negative, or Neutral |
Sentiment Feedback improves the accuracy of automated sentiment analysis within Genesys Cloud. When Speech & Text Analytics misclassifies phrases or context, administrators can manually add phrases and assign the correct sentiment label. These corrections help train the system to produce more accurate sentiment results in future conversation analysis.
Sentiment Feedback affects transcript sentiment scoring, topic insights, and analytics dashboards.
Study Notes
| Topic |
Explanation |
| Sentiment Analysis |
Automated evaluation of emotional tone in interactions |
| Sentiment Feedback |
Manual correction of sentiment interpretation |
| Phrase Labeling |
Assigning sentiment classification to specific phrases |
| Sentiment Model Tuning |
Improving analytics accuracy by providing feedback |
| Transcript Context |
Sentiment feedback applies to phrases appearing in transcripts |
Key behavior:
- Sentiment feedback improves automated sentiment detection.
- Administrators can label phrases as Positive, Neutral, or Negative.
- Corrections influence future analytics and transcript evaluation.
- Feedback applies to Speech & Text Analytics pipelines.
- Sentiment feedback supports continuous improvement of analytics accuracy.
Navigation
| Task |
Navigation |
| Open Sentiment Feedback |
Admin → Quality → Sentiment Feedback |
| Add new sentiment phrase |
Admin → Quality → Sentiment Feedback → Add Phrase |
| Edit phrase sentiment |
Admin → Quality → Sentiment Feedback → Edit |
| Remove phrase feedback |
Admin → Quality → Sentiment Feedback → Delete |
| View transcript sentiment |
Performance → Workspace → Interactions |
Configuration Fields (UI Form Fields)
Sentiment Feedback Main Page
| UI Field |
Description |
Real Options |
| Search Phrase |
Search existing phrases |
Text field |
| Phrase List |
Displays phrases configured for sentiment feedback |
Read-only |
| Sentiment Label |
Displays assigned sentiment category |
Positive / Neutral / Negative |
| Created By |
Displays user who created the phrase |
Read-only |
| Created Date |
Date feedback was created |
Read-only |
| Add Phrase |
Opens form to add phrase sentiment feedback |
Button |
| Edit |
Modify phrase sentiment label |
Button |
| Delete |
Remove phrase from feedback list |
Button |
| Refresh |
Refresh list |
Button |
| UI Field |
Description |
Real Options |
| Phrase |
Phrase used in transcripts |
Text field |
| Sentiment |
Sentiment classification |
Positive / Neutral / Negative |
| Language |
Language context for phrase |
English / Spanish / French / German / Portuguese |
| Description |
Optional notes explaining feedback |
Text field |
| Save |
Save phrase feedback |
Button |
| Cancel |
Cancel creation |
Button |
Tabs, Toggles, Dropdowns, and Actions
| UI Element Type |
Item |
| Tabs / Pages |
Sentiment Feedback |
| Dropdowns |
Sentiment classification |
| Text Fields |
Phrase / Description |
| Buttons |
Add Phrase / Save / Cancel / Edit / Delete / Refresh |
Dependencies
| Component |
Purpose |
| Speech & Text Analytics |
Generates transcripts for sentiment evaluation |
| Interaction Recording |
Required for voice interaction transcription |
| Topics |
Sentiment may be used in topic-level analytics |
| Programs |
Use topics and sentiment insights for reporting |
| Topic Miner |
Discovers phrases used in conversations |
| Component |
Relationship |
| Speech & Text Analytics |
Primary system performing sentiment analysis |
| Topics |
Sentiment trends can be analyzed alongside topics |
| Programs |
Topic-based analytics reporting |
| Topic Miner |
Identifies phrases to potentially classify |
| Interaction Analytics |
Displays sentiment scoring |
API Integration
| API |
Use Case |
| Notifications API |
Trigger workflows when conversation analytics updates occur |
| Analytics API |
Retrieve sentiment metrics programmatically |
| Conversations API |
Access interaction transcripts |
Notifications API Example Use Case
A developer can subscribe to conversation events to trigger analytics workflows.
Example pattern:
Screenshots
