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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

Objects Installed with Sample Business Processes

Overview

Installing the sample Business Processes creates various objects in your environment, most of them being objects in the Configuration Layer.

Important
This page lists configuration objects by their Display Name. Where the Name differs from the Display Name, it is given in parentheses.


Common to Facebook and Twitter

These objects are used by both the Facebook and Twitter Business Processes and are installed with each of them.

  • Business Attributes: Contact Attribute
    • _umsMediaAccount
  • Capacity Rule
    • Default_Social_Media_Capacity_rule
  • Language
    • English for Sentiment Analysis (English_Sentiment)

Facebook

Business Process for Use with Facebook also installs the following objects:

  • Business Attributes: Contact Attributes
    • Facebook Actor ID (_facebookActorId)
    • Facebook Actor Name (_facebookActorName)
  • Business Attributes: Interaction Attributes
    • _facebookPostId
  • Business Attributes: Interaction Custom Properties
    • _facebookCommentId
    • _facebookInBufferBeforeTarget
    • _facebookInQueueAtTarget
    • _facebookPostId
  • Business Attributes: Media Type
    • facebook
    • facebookprivatemessage
    • facebooksession

Facebook with iWD Integration

  • Business Attributes: Interaction Custom Properties
    • desktop_actionable
    • desktop_influence
    • desktop_sentiment

RSS

  • Business Attributes: Contact Attribute
    • _rssItemAuthor
  • Business Attributes: Media Type
    • rss
  • Capacity Rule
    • Default_Social_Media_Capacity_rule
  • Language
    • English for Sentiment Analysis (English_Sentiment)

Twitter

Business Process for Use with Twitter also installs the following objects:

  • Business Attributes: Contact Attribute
    • Twitter User ID (_twitterFromUserId)
    • Twitter From Address (_twitterFrom Addr)
  • Business Attributes: InteractionCustomProperties
    • _twitterGroupId
    • _twitterInBufferBeforeTarget
    • _twitterInAfterBeforeTarget
  • Business Attributes: Interaction Attribute
    • TwitterMsgId
    • _twitterGroupId
  • Business Attributes: Media Type
    • twitter
    • twitterdirect
Important
mediatype twitterdirect attribute should be added manually in Business Attributes > Media Type with the same values as the mediatype twitter attribute.

Knowledge Management Export Files

Installing any of the sample Business Processes also places the following files in \eServices DRAFT\Genesys Business process for use with <socialmedia>\KnowledgeManagerExport:

  • SentimentAndActionabilityScreeningRules.kme
  • EnglishSentiment.kme
  • Actionability.kme

These files can be used in eServices Manager Plug-in for GAX and Content Analyzer to detect sentiment and actionability.

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This page was last modified on October 16, 2018, at 04:22.