Set Up Sentiment Analysis

Understanding Sentiment Analysis

Sentiment Analysis provides managers with insights into an agent's communication effectiveness. Higher scores indicate positive sentiment, while lower scores reflect negative sentiment.

View sentiment scores in real-time on Live Calls and Queue Status reports by expanding a call. Enable the Average Sentiment column to see average sentiment on Live Calls and Agent Details reports. Find historical sentiment scores for individual calls in the Call Details report.

1. Set up policy call recording for each user. See Set Up Policy Call Recording

2. Edit the Call Setting Policy assigned to the direct call records group and/or queues. Select Sentiment Enabled checkbox. Also select the Speech Recognition Language. This should match the language spoken on calls.

Note: Sentiment is not supported for the following languages. If using these languages, transcription will be captured, but a sentiment score of 0 will be shown.

• Icelandic

• Maltese

• Norwegian

• Chinese (Wu, Simplified)

• Zulu

Recording does not need to be enabled on the call setting policy for sentiment analysis to function.

The Transcription and Sentiment setting is not functional unless your organization has been enabled for the Full Recording Transcription private preview.

3. Select the location tab of your Contact Center datacenter and follow the instructions:

North America

In your Azure admin portal, create a new resource in the East US region for "Azure AI services multi-service account”. Copy the API key and Endpoint for the resource.

EMEA

In your Azure admin portal, create a new resource in the North Europe region for "Azure AI services multi-service account”. Copy the API key and Endpoint for the resource.

4. Navigate to Contact Center | Administration | Settings | External Services tab. Enter the API key in the Speech Recognition API Key field and Text Analytics API Key field. Enter the endpoint in the Text Analytics API Endpoint field.