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Actionability

A judgement as to whether an interaction calls for attention from an agent. Content Analyzer provides a way of estimating actionability in text-based interactions.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Sentiment

The overall tone of the content of an interaction—positive, negative, or neutral. eServices Manager and Content Analyzer provide ways of detecting sentiment in text-based interactions.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Samples for Detecting Language, Sentiment, and Actionability

The installation of eServices Manager includes samples that detect

Screening Rules

Genesys supplies sample screening rules that analyze interactions for sentiment and actionability

Models

Language Detection

Classification Server 8.5.3

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Classification Server 8.5.2 and earlier

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Actionability

To use the actionability sample, import the file Actionability.kme, which is located in the <eServicesManagerHome>\ActionabilityModel directory.

This provides:

  • A model Actionability for analyzing actionability.
  • The training object Actionability that created that model.
  • A category tree Actionability that contains the categories to assign to interactions as a result of the analysis.

Sentiment

To deploy the sentiment sample, use the following procedure.

  1. In Configuration Manager or Genesys Administrator, create a language called English_Sentiment.
  2. With eServices Manager set to that language, import the file EnglishSentiment.kme, which is located in the <eServicesManagerHome>\SentimentModel directory.

This provides:

  • A model SentimentSampleModel for analyzing sentiment.
  • The training object Sentiment that created that model.
  • A category tree SentimentDetection that contains the categories to assign to interactions as a result of the analysis.
This page was last modified on December 11, 2018, at 11:51.

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