The Analytics Settings page allows you to define and customize sentiment classifications for specific words and phrases. This customization enhances the accuracy of sentiment analysis by enabling you to assign emotional categories tailored to their business context.
Adding Custom Sentiment Classifications
You can customize sentiment analysis by adding new words or phrases to the sentiment classification list. This feature allows for more accurate and context-specific sentiment results in conversation analytics.
To add a new phrase:
On the Analytics page, click Settings icon.
In the New Phrase box, enter the desired word or phrase you want to classify.
From the sentiment drop-down list, select the appropriate sentiment category for the phrase: Positive, Neutral, or Negative.
Click Submit.
The new phrase is added and immediately displayed in the list of classified phrases.
Editing Classifications
You can update existing phrases in the sentiment classification list to reflect changes in sentiment context or correction of prior classifications.
To edit an existing phrase:
On the Analytics page, click Settings icon.
Locate the phrase you wish to edit in the sentiment classification list.
Click the Edit icon corresponding to the phrase that you want to edit.
In the Modify adjustment dialog, update the required field such as phrase and classification and click Save.
Deleting Classifications
You can remove phrases from the sentiment classification list to maintain a relevant and accurate set of custom sentiment rules.
To delete an existing phrase:
On the Analytics page, click Settings icon.
Locate the phrase you wish to edit in the sentiment classification list.
Click the Delete icon corresponding to the phrase that you want to delete.
In the Delete Sentiment Adjustments dialog, click Confirm.
The phrase is deleted from the list.
Searching and Filtering Phrases
The sentiment classification list supports search and filter options to quickly locate specific phrases and manage large sets of sentiment rules.
To search for phrases, enter the required phrase in the search box.