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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Turn of Sentiment for ...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Turn of Sentiment for Voice Recording in Contact Center

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Posted on by SamGo 45
Hi, 
i am not able to find anything in the official documentation for this: 
We have Contact Center with a voice workstream. We enabled recording but we need to turn sentiment analysis completely off. I already turned it off in Insights but it still gives me the sentiment for the recording. There is nowhere to turn it off tho. Can anyone point me in the right direction here?
 
Thanks Sam
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Dynamics 365 Contact Center
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  • Suggested answer
    KristineRisberg Profile Picture
    KristineRisberg 57 on at
    Hi SamGo, 

    The sentiment analysis settings in the Operations--> Insights section, is for real-time monitoring only. 

    Enable sentiment analysis.

    Sentiment for the call will still be output on the closed conversation form and inline in the recording timeline on the same form. 

    Kristine

     
  • SamGo Profile Picture
    SamGo 45 on at
    Thanks, @KristineRisberg. That's what i figured. Is there any way to turn this off too?
  • Suggested answer
    monali.soni10 Profile Picture
    monali.soni10 4 on at
    Hi SamGo,
     
    There's no way to turn the Sentiment Analysis completely, you can only turn off Real time analysis. Try to raise a support ticket or submit it as an ided.
     
    Thanks,
    Monali
     

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