Configuring real-time sentiment analysis for Agent Workspace
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
If real-time sentiment is enabled for your account, you can configure how sentiment is calculated for voice interactions in Agent Workspace. For digital interactions, sentiment parameters are fixed and require no configuration.
For information about real-time sentiment and how it appears in Agent Workspace, see Real-time sentiment in Agent Workspace and Interactions in Agent Workspace.
Voice vs. digital configuration
Voice sentiment parameters are configurable at the account, inbound, and outbound level.
Digital sentiment parameters are fixed, the calculation interval is 30 seconds, the party is Customer only, and the threshold is
-1.0 to 1.0. No configuration is required for digital interactions.
Prerequisites
Voice interactions
Prerequisite | Description |
|---|---|
Agent Workspace | The agent must have Agent Workspace set as their agent experience in User Admin. |
Real-time sentiment enabled | Real-time sentiment must be enabled for your account. It can be enabled for the entire account or on a per-agent basis. To enable it, contact your Account Manager. |
Sentiment parameters configured | Sentiment calculation parameters must be configured at the account level as a minimum. For more information, see Configuring real-time sentiment analysis for Agent Workspace. |
Call recording | The call must be recorded. For more information, see Call recording. |
Digital interactions
Prerequisite | Description |
|---|---|
Agent Workspace | The agent must have Agent Workspace set as their agent experience in User Admin. |
Real-time sentiment enabled | Real-time sentiment must be enabled for your account. It can be enabled for the entire account or on a per-agent basis. To enable it, contact your Account Manager. |
Limitations
Limitation | Description |
|---|---|
Outbound voice configuration is Vonage-managed | Only Vonage can configure sentiment settings for outbound voice interactions. These settings correspond to the number presented by the agent when they initiate the outbound interaction. To change outbound settings, contact your Account Manager.. |
Mid-call interaction plan changes (voice) | If an interaction plan changes mid-call, the sentiment parameters already in use for that call are not updated. The parameters set at the start of the call remain in effect for its duration. |
Digital sentiment parameters are fixed | For digital interactions, the sentiment calculation interval is fixed at 30 seconds, the party is fixed to Customer only, and the threshold is fixed at –1.0 to 1.0. These values cannot be changed. |
Sentiment configuration
Configuring voice sentiment parameters
Parameter behavior may vary
The effect of sentiment parameters may vary depending on your account's license and features. For some accounts, sentiment is calculated for every customer utterance across the full range of scores, regardless of the parameters configured here. For more information, contact your Account Manager.
The following three parameters are used when configuring sentiment for both default account settings and inbound interaction settings.
Parameter name | Description |
|---|---|
| The duration, in seconds, of the transcript that the sentiment value should be calculated from. Value must be equal to or greater than 30 (seconds). |
| The participant whose sentiment should be calculated. Value must be one of For Agent Workspace, |
| The range of sentiment values to present to the agent. Values range from |
Configuring default settings for the account (voice)
Vonage-only action
Default account-level configuration can only be performed by Vonage. To set up or change default sentiment parameters, contact your Account Manager.
Default sentiment settings apply to all voice interactions unless overridden by inbound or outbound settings.
Configuring settings for inbound interactions (voice)
When to use inbound configuration
Only configure inbound settings if you need sentiment to behave differently for inbound calls than the account default. For most accounts, the default configuration is sufficient.
You can configure sentiment settings for inbound voice interactions. These settings override the default account settings, if configured.
Configure the three parameters described in Configuring voice sentiment parameters, earlier in this page.. You can apply these to all inbound interactions in an interaction plan, or to interactions passing through a specific Set Data Source in a branch of an interaction plan. Configuration steps are found later in this page.
Threshold examples
The threshold defines the range of sentiment values used in the calculation:
Values range from
-1.0 to 1.0Numbers below
0are negative; numbers above0are positiveThe closer the value is to
-1.0 or 1.0, the stronger the sentimentA value of
0is neutralThe range you set ensures only sentiment values relevant to your use case are surfaced to agents
Provide a range appropriate for your use case. The following examples describe the included sentiments for each scenario.
Recommended threshold for Agent Workspace
For Agent Workspace, set the threshold to -1.0:1.0 to capture all sentiment changes. While other ranges are possible, they are not recommended as they prevent agents from seeing the full picture of sentiment during an interaction.
Use case | Example value | Description |
|---|---|---|
All sentiment changes |
| Includes the entire sentiment range. Use this if you require visibility of all sentiment changes throughout interactions. |
Positive sentiment only |
| Includes only positive sentiments. Use this if you require only positive sentiment, for example in a sales environment. |
Negative sentiment only |
| Includes only negative sentiments. Use this if you require only negative sentiment, for example in a complaints environment. |
Very positive and very negative only |
| Includes the extremes of the sentiment range, from 0.65 through 1.0 and then –1.0 to –0.58. This ignores neutral, slightly positive, and slightly negative sentiment values (from –0.58 to 0.65). |
Negative numbers
You must use a hyphen (-), rather than any other type of dash, to indicate a negative number.
To configure for all inbound interactions in an interaction plan
These settings apply the same sentiment parameters to all interactions passing through the interaction plan. They override the account default settings.
Log in to the VCC Portal.
Navigate to Interaction Plans > Manager.
Click the Interaction Plans tab.
Click the Eclipse button next to the relevant interaction plan and select Edit.
In the Data source section, add the three sentiment parameters with their values.
Click Save interaction plan.
To configure for interactions passing through a specific Set Data Source in an interaction plan
These settings apply to interactions that pass through a specific Set Data Source applet within a branch of an interaction plan. An interaction plan can contain multiple Set Data Source applets, each configured with different sentiment parameters, meaning sentiment behavior can vary depending on which branch an interaction passes through.
Log in to the VCC Portal.
Navigate to Interaction Plans > Architect.
Locate and select the relevant interaction plan.
Click Display Selection.
Click Visualise.
Locate or add the Set Data Source applet for the relevant branch.
In the Data Source Configuration section, add the three sentiment parameters with their values.
Click Update.