Sentiment Profiles

Sentiment Analysis is a cutting-edge technology that analyzes spoken or written communication to determine the emotions and attitudes expressed. Despite being a relatively recent development, it has become an indispensable tool in contact centers as it offers a neutral evaluation of both the customer's behavior and the performance of the customer service representative.

To access Sentiment Analysis:

Step 1: Click on the Settings icon (represented by a gear symbol) located on the right side of the navigation bar.

Step 2: Select "Sentiment Analysis" from the options in the left column.

To activate Sentiment Analysis:

Setting up Sentiment Analysis is a straightforward and simple process within your Samespace account. By creating a profile and adding rules, you can easily turn on sentiment analysis.

Step 1: Navigate to the "Sentiment" section under Settings.

Step 2: To create a profile, click on the "+" icon on the right side of the screen.

Step 3: Enter the required information in the fields presented in the dialog box.

Data Fields

Name: Assign a descriptive name to your profile in this field.

Language: Choose from three available options in the dropdown menu: English (US), English (India), or Filipino (Phillipines).

Topics: This field groups the conversation into specific categories for analysis.

Moments: Define keywords or phrases that will trigger a flag when they appear in the conversation.

Custom Vocabulary: Input specific nouns and proper nouns for sentiment analysis in this field.

To add rules:

Step 1: Click on the "+" icon located on the right side of the screen.

Step 2: Enter the necessary information in the fields provided in the dialog box.

Data Fields

Name: Assign a descriptive name to the rule in this field.

Channel: Choose the channel, either voice or chat, where the rule will be applied.

Profile: Select the profile to which the rule will be applied.

Filters: Customize the rule according to your requirements by selecting from one of the five available categories.

• Agent: Choose the name of the agent the rule will apply to.

• Team: Select the team to which the rule will be applied.

• Direction: Choose whether the rule is for inbound or outbound calls.

• Duration: Specify the time period the rule will be active.

• Playbook: Select the playbook to which you want the rule to be applied.