Overview
Sentiment by Turn allows the user to track sentiment between the caller and agent on stereo calls. For more value, Sentiment by Turn may be configured with Verb-Noun Pairs so the user can understand the topical drivers of positive and negative sentiment.
Prerequisites for Use
- Calls MUST be processed in stereo for agent and caller specific metrics (otherwise, these metrics always return 0)
- The
agent SHOULD have a speaker name that is one of: agent, service, representative, operator, salesperson, callcenter, contactcenter - The
caller SHOULD have a speaker name that is one of: caller, client, customer, prospect - If the speaker names are not specified as above, the first speaker is assumed to be the agent, and the second speaker is assumed to be the caller
- Advanced Punctuation MUST be enabled.
- English and Spanish are the only supported languages for this feature.
Configuration
JSON
{ "speechModel": { "language": "es-US", "features": [ "advancedPunctuation" ] }, "ingest": { "stereo": { "left": { "speakerName": "Caller" }, "right": { "speakerName": "Agent" } } }, "speakerSentiments":true}
Output
JSON
{ "speakerSentiments": [ { "speakerName": "Caller", "sentimentValues": [ { "s": 4558, "e": 7064, "v": -0.5434 }, { "s": 9373, "e": 10345, "v": 0.7039 } ] }, { "speakerName": "Agent", "sentimentValues": [ { "s": 7464, "e": 9373, "v": 0.4328 }, { "s": 12937, "e": 14627, "v": -0.3294 } ] } ]}