Actions15
- Search Queues
- Query Queue Volumes
- Sample Conversations by Queue
- Voice Call Quality
- Conversation Sentiment
- Conversation Topics
- Conversation Transcript
- Enhanced Conversation Search
- Agent Media Type Performance
- Real Time Queue Status
- Real Time Agent Presence
- Live Conversation Monitoring
- Wrap Up Code Analytics
- Agent Status Monitoring
- Search Voice Conversations
Conversation Sentiment
AI-generatedOverview
This node integrates with Genesys Cloud MCP Plus, a suite of 15 tools designed for contact center analytics. Specifically, the Conversation Sentiment operation analyzes sentiment across multiple conversations by their IDs. This is useful for understanding customer emotions and satisfaction trends in interactions, enabling businesses to improve service quality and agent performance.
Typical use cases include:
- Monitoring customer sentiment over recent calls or chats.
- Aggregating sentiment data for specific campaigns or time periods.
- Triggering alerts or workflows based on negative sentiment detection.
For example, a contact center manager could input a list of conversation IDs from recent support calls to quickly assess overall customer mood and identify conversations needing follow-up.
Properties
| Name | Meaning |
|---|---|
| Conversation IDs | Comma-separated list of conversation IDs (maximum 100) to analyze sentiment for. |
Output
The node outputs a JSON object containing the sentiment analysis results for the specified conversations. The structure typically includes sentiment scores or categories per conversation, allowing downstream nodes or workflows to process or visualize sentiment data.
No binary data output is produced by this operation.
Dependencies
- Requires an API key credential for authenticating with the Genesys Cloud MCP Plus service.
- The node depends on the external Genesys Cloud MCP Plus API endpoint to fetch sentiment data.
- Proper network access and permissions to query the Genesys Cloud MCP Plus API are necessary.
Troubleshooting
Common issues:
- Providing more than 100 conversation IDs may cause errors; ensure the input respects the limit.
- Invalid or expired API credentials will result in authentication failures.
- Network connectivity problems can prevent successful API calls.
Error messages:
"Operation conversationSentiment not supported": Indicates a misconfiguration or unsupported operation selection.- API errors related to invalid conversation IDs or permission issues will be returned as error messages in the output if "Continue On Fail" is enabled.
Resolutions:
- Verify that conversation IDs are valid and correctly formatted.
- Check and update API credentials as needed.
- Ensure the node's configuration matches the intended operation and resource.