Sentiment Score

[SoHoIntegration]

So, I have the AI Whisper transcription set up.

The sentiment scores are 'great'. But what do they mean? I cannot find a list of what the numbers correspond to.

is a 1 the best and 5 the worst? Are these just random numbers that are meaningless?

https://www.3cx.com/blog/releases/v20-update-2-alpha/

They show the sentiment scores, talk about the sentiment scores, but don't say what they mean.

Oh, I see I got a 4 rating... 'awesome, what's that mean?'

Documentation: "With summaries and sentiment scores stored for each call, many reports have now been enhanced with a sentiment score average allowing you to see the general sentiment of a particular queue, ring group or agent"

ok? can ANYONE link documentation on this? or does anyone have a clue what they mean?

 

[SteveITS]

see
https://www.3cx.com/community/threa...rosoft-teams-admin-control.127464/post-606237
https://www.3cx.com/community/threa...rosoft-teams-admin-control.127464/post-605422

 

[SoHoIntegration]

Steve - Thank you. I searched the forums and couldn't find that info. Perfect!

(Would probably be good for them to add it to the documentation....)

 

[matrix3]

Would be great if a queue supervisor could get an email when a score is less than x and if we could report on it.

 

[spn98]

Would be great if a queue supervisor could get an email when a score is less than x and if we could report on it.

hello matrix, do you know if this advice was implemented? thank you

 

[VoIPTools]

You may want to take a look at our brand new version of 3CX Recording Manager. We took the awesome AI features currently in the 3CX V20 U3 beta and expanded it quite significantly.

In addition to a completely revamped UI, now you can ask any question about a phone call you want with an unlimited number of OpenAI prompts, inbuilt agent scoring based on criteria you specify, and per-user settings for which calls are analyzed (great cost saving feature).

I think your suggestion of sending notifications to managers when the sentiment score is below a specified threshold is good, but sentiment is only one indicator of a potential problem. What if the agent forgot to inform the caller that the call was being recorded? Or what if the AI gave the agent a low "Knowledge" or "Courtesy" score? Their overall score might be OK, but you might want to send emails if any of the criteria was low.

Hit me with your ideas. We are making huge changes to our tools on a daily basis.