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How is Average Emotion Overall detected on an interaction?
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How is Average Emotion Overall detected on an interaction?

Question

How is Average Emotion Overall detected on an interaction?  Does it auto detect tone in calls or is this based on info added to evaluation? How is this measured/determined? 

Applies To

Quality Management/Speech Analytics 5.1.1

Answer

The tone and use of certain words during the interaction is auto detected and that is how the Average Emotion Overall is being displayed. The information added in the evaluation itself does not have any effect on the Overall Emotion of the interaction, as these comments are being put in after the speech engine finishes transcribing the call itself.