_ExcerptConfiguringRTSentiment

Configuring settings for calculating real-time sentiment for inbound interactions

You can configure settings for calculating real-time sentiment values for inbound interactions. These settings override default settings for your account, if configured.

You must create three data sources to configure settings for calculating sentiment data relating to inbound interactions. You can configure these data sources for all inbound or inbound interactions starting in a specific interaction plan. In both cases, you must configure data sources for the following parameters:

Parameter name (Data Source/Key)

Description (Value)

RTTSentimentCalculationInterval

The duration, in seconds, of the transcript that the sentiment value should be calculated from. Real-time sentiment is calculated from the transcript from the start to the end of the interval.

Value needs to be equal to or bigger than 30 (seconds).

RTTSentimentParty

The participant of the interaction whose sentiment should be calculated.

Value must be one of Customer, Agent, or Either.

When sentiment is being displayed in an agent experience, Customer may be the most suitable option.

RTTSentimentThreshold

The range of sentiment values to be used in the calculation. Values range from –1.0 to 1.0, where numbers below 0 are considered negative, and above 0 are considered positive. The closer the number to –1.0 or 1.0 indicate more extreme sentiment (either negative or positive) with a sentiment value of 0 being considered to be neutral. The range you provide ensures that only sentiment values that provide important information to you should be included.

Provide a range of numbers appropriate for your use case.

If you require all sentiment changes throughout interactions, include the entire range, from -1.0 to 1.0 (-1.0:1.0).
If you require only positive sentiment (for example in a sales environment), you should provide a threshold range that includes only positive sentiments, for example, 0.25:1.0.
If you require only negative sentiment (for example in a sales environment), you should provide a threshold range that includes only negative sentiments, for example, -1.0:-0.33.
If you require all very negative and very positive sentiments, include the extremes of the sentiment range — for example, from 0.65, through 1.0 and then -1.0, to -6.5 (0.65:-0.65). This will ignore the neutral, slightly positive, and slightly negative sentiment parts of the range (for example, from -0.35 to 0.35).

Hyphen

You must use a hyphen (-), rather than any other type of dash, to indicate a negative number.

To configure data sources for all inbound interactions, add data sources to the destination, mapping, or interaction plan in Interaction Plans Manager. For information about data sources in Interaction Plans Manager, see Interaction Plans Manager.

To configure data sources for inbound interactions that start in a particular interaction plan, use the Set Data Source applet in the applicable interaction plan. For information about the Set Data Source applet, see Set Data Source applet.

When you have configured the required data sources, when an inbound interaction arrives at Vonage Contact Center (at the particular interaction plan where applicable), Vonage can use settings in these data sources when calculating real-time sentiment values throughout the interaction.

Configuring settings for real-time sentiment relating to outbound interactions

You cannot configure settings for calculating real-time sentiment for outbound interactions. To configure settings for outbound interactions for calculating real-time sentiment, contact your account manager.