Work with agent empathy analysis

AI-generated summary

Genesys Cloud provides agent empathy analysis functionality that evaluates the level of empathy and emotional intelligence demonstrated by customer service representatives during customer interactions. This feature requires specific licensing (Genesys Cloud CX 3 Digital, CX 3/CX 4, or CX 1/CX 2 WEM Add-on licenses) along with the Speech and Text Analytics Upgrade Add-On, voice transcription enablement, and appropriate user permissions for viewing and editing Speech and Text Analytics settings. Administrators enable empathy analysis through the Admin menu's Quality section under Speech and Text Analytics. Once activated, the system assesses agent language and conversation quality to provide insights into customer-agent dynamics and support continuous evaluation of customer care quality. Users access the feature through Performance > Interactions > Analytics Workspace, where they can view interactions and their corresponding transcripts with a short delay between transcript viewing and marker display. Empathy markers—labeled as either "empathetic" or "unhelpful"—display across three interface areas: the waveform visualization, the transcript text itself, and the Events panel. Users can click empathy markers in the waveform or Events panel to navigate directly to corresponding phrases within the transcript, with markers becoming highlighted upon selection. The Events panel allows filtering to display only empathetic or unhelpful markers, enabling focused review of specific interaction segments. The system generates an overall agent empathy score ranging from -100 to +100, displayed in the External Participant section. A score of 100 indicates interactions containing only empathetic phrases, while -100 reflects only unhelpful phrases; when multiple agents are involved, each receives an individual score. The platform recognizes empathetic responses to both negative events (such as apologies and validation of customer frustration) and positive events (such as expressions of satisfaction). Conversely, the system flags unhelpful agent behavior, including inappropriate language, impatience, poor listening skills, knowledge gaps, and dismissive responses. Call center managers and agents can search for interactions using agent empathy filters through the Content Search view to identify and analyze agent performance patterns, supporting quality assurance and agent performance evaluation within customer service operations.

PrerequisitesClick to expand

Genesys Cloud CX 3 Digital license.
Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I license
Speech and Text Analytics Upgrade Add On
Speech and Text Analytics > Data > View
Voice transcription enabled. For more information, see Configure voice transcription.
Voice transcription is not available in all Genesys Cloud supported languages. For more information, see Genesys Cloud supported languages.
Speech and Text Analytics > Settings – View permission
Speech and Text Analytics > Settings – Edit permission

Agent empathy analysis currently assesses the level of empathy and emotional intelligence demonstrated by customer service representatives during interactions with customers. This ongoing process involves evaluating the language employed by agents in their conversations with customers, offering valuable insights into the customer-agent dynamic. It enables organizations to continuously evaluate the quality of their Customer Care. For more information, see Understand agent empathy analysis.

Enable agent empathy analysisClick to expand

From the Admin menu, select Quality.
Select Speech and Text Analytics and verify that Agent empathy analysis is enabled.

Notes

There may be a short delay between the time you view an interaction transcript to the time empathy markers appear in the transcript.
For information about how to work with a transcript, see Work with a voice transcript, Interactions view, and Content Search view.
Call center managers and agents can search for interactions according to an agent empathy filter. For more information, see Content Search view.

View agent empathy transcription markersClick to expand

Click Performance > Interactions.

Click Menu > Analytics > Analytics Workspace.
Click the tab and select Interactions.
Click the interaction whose empathy you want to view.
Click the Transcript tab.
View the empathy markers ( empathetic, unhelpful) in one or more of the following three areas in the screen:
- In the waveform at the top of the screen.
- In the transcript.
- In the Events panel on the right side of the screen.

In the following image you can see the empathy analysis markers in the transcript, Events panel, and in the interaction overview waveform above the transcript.

Click the image to enlarge.

Identify the phrases marked as empathetic or unhelpfulClick to expand

Click Performance > Interactions.

Click Menu > Analytics > Analytics Workspace.
Click the tab and select Interactions.
Click the interaction whose empathy you want to view.
Click the Transcript tab.
Click an empathy marker ( empathetic, unhelpful) on the waveform or from the Events panel to jump to the corresponding phrase within the transcript.

Note: When you click an empathy marker in the interaction overview waveform and in the Events panel, the empathy marker is highlighted in the interaction transcript.

Filter empathy markersClick to expand

Click Performance > Interactions.

Click Menu > Analytics > Analytics Workspace.
Click the tab and select Interactions.
Click the interaction whose empathy you want to view.
Click the Transcript tab.
In the Events tab in the right side of the screen, click the Empathetic or Unhelpful title to filter the list to show only empathetic or unhelpful markers.
Click the Empathetic or Unhelpful title to remove the filter.

Determine the agent empathy score for each agentClick to expand

Click Performance > Interactions.

Click Menu > Analytics > Analytics Workspace.
Click the tab and select Interactions.
Click the interaction whose empathy you want to view.
Click the Transcript tab.
Determine the customer empathy throughout the interaction:

- Empathy markers – Hover over the empathy marker in the waveform at the top of the screen or in the transcript. A tooltip with the empathy phrase appears in both locations.
- Overall agent empathy score– On the left side of the interaction overview, at the bottom of the External Participant section (as shown below), you find the overall agent empathy score. This score reflects the agent’s empathy during the interaction and ranges from -100 to +100. If the interaction includes only empathetic phrases, the agent’s overall empathy score is 100. If the interaction only includes unhelpful phrases, the overall empathy score is -100. When there are multiple agents, each agent has an individual empathy score.

Click the image to enlarge.

Empathetic and unhelpful phrasesClick to expand

Empathetic examples that respond to a negative event

Sorry that we couldn’t help you. We will serve you better the next time.
I appreciate your patience. I am sorry for the inconvenience caused because the product is not working.
I’m sorry to hear about your problem. I can completely understand why you are so upset.
Your frustration is completely valid. I appreciate your patience.
I can completely understand why you’re so upset.
I’m sorry to hear about your problem. I appreciate your patience.
You’re a valuable customer to us and your frustration is completely valid. It should not have happened that way.

Empathetic examples that respond to a positive event

I’m glad that you got on the right track with it and set it up
I’m glad to hear that
Oh, I am really happy that I have helped you today

Unhelpful agent behavior

Unhelpful agent behavior encompasses interactions involving instances where the agent uses inappropriate language, displays impatience, fails to listen carefully to the customer, or lacks the knowledge to handle the issue.

I don’t even know what venue you’re speaking of
I don’t know what to tell you
You’ve been nothing but rude ever since ever since i’ve answered the phone
Okay but you are not letting me explain
Can’t understand your accent
There is nothing we can do

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Work with agent empathy analysis

AI-generated summary

PrerequisitesClick to expand

Genesys Cloud CX 3 Digital license.
Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I license
Speech and Text Analytics Upgrade Add On
Speech and Text Analytics > Data > View
Voice transcription enabled. For more information, see Configure voice transcription.
Voice transcription is not available in all Genesys Cloud supported languages. For more information, see Genesys Cloud supported languages.
Speech and Text Analytics > Settings – View permission
Speech and Text Analytics > Settings – Edit permission

Enable agent empathy analysisClick to expand

From the Admin menu, select Quality.
Select Speech and Text Analytics and verify that Agent empathy analysis is enabled.

Notes

There may be a short delay between the time you view an interaction transcript to the time empathy markers appear in the transcript.
For information about how to work with a transcript, see Work with a voice transcript, Interactions view, and Content Search view.
Call center managers and agents can search for interactions according to an agent empathy filter. For more information, see Content Search view.

View agent empathy transcription markersClick to expand

Click Performance > Interactions.

Click Menu > Analytics > Analytics Workspace.
Click the tab and select Interactions.
Click the interaction whose empathy you want to view.
Click the Transcript tab.
View the empathy markers ( empathetic, unhelpful) in one or more of the following three areas in the screen:
- In the waveform at the top of the screen.
- In the transcript.
- In the Events panel on the right side of the screen.

In the following image you can see the empathy analysis markers in the transcript, Events panel, and in the interaction overview waveform above the transcript.

Click the image to enlarge.

Identify the phrases marked as empathetic or unhelpfulClick to expand

Click Performance > Interactions.

Click Menu > Analytics > Analytics Workspace.
Click the tab and select Interactions.
Click the interaction whose empathy you want to view.
Click the Transcript tab.
Click an empathy marker ( empathetic, unhelpful) on the waveform or from the Events panel to jump to the corresponding phrase within the transcript.

Note: When you click an empathy marker in the interaction overview waveform and in the Events panel, the empathy marker is highlighted in the interaction transcript.

Filter empathy markersClick to expand

Click Performance > Interactions.

Click Menu > Analytics > Analytics Workspace.
Click the tab and select Interactions.
Click the interaction whose empathy you want to view.
Click the Transcript tab.
In the Events tab in the right side of the screen, click the Empathetic or Unhelpful title to filter the list to show only empathetic or unhelpful markers.
Click the Empathetic or Unhelpful title to remove the filter.

Determine the agent empathy score for each agentClick to expand

Click Performance > Interactions.

Click Menu > Analytics > Analytics Workspace.
Click the tab and select Interactions.
Click the interaction whose empathy you want to view.
Click the Transcript tab.
Determine the customer empathy throughout the interaction:

- Empathy markers – Hover over the empathy marker in the waveform at the top of the screen or in the transcript. A tooltip with the empathy phrase appears in both locations.
- Overall agent empathy score– On the left side of the interaction overview, at the bottom of the External Participant section (as shown below), you find the overall agent empathy score. This score reflects the agent’s empathy during the interaction and ranges from -100 to +100. If the interaction includes only empathetic phrases, the agent’s overall empathy score is 100. If the interaction only includes unhelpful phrases, the overall empathy score is -100. When there are multiple agents, each agent has an individual empathy score.

Click the image to enlarge.

Empathetic and unhelpful phrasesClick to expand

Empathetic examples that respond to a negative event

Sorry that we couldn’t help you. We will serve you better the next time.
I appreciate your patience. I am sorry for the inconvenience caused because the product is not working.
I’m sorry to hear about your problem. I can completely understand why you are so upset.
Your frustration is completely valid. I appreciate your patience.
I can completely understand why you’re so upset.
I’m sorry to hear about your problem. I appreciate your patience.
You’re a valuable customer to us and your frustration is completely valid. It should not have happened that way.

Empathetic examples that respond to a positive event

I’m glad that you got on the right track with it and set it up
I’m glad to hear that
Oh, I am really happy that I have helped you today

Unhelpful agent behavior

I don’t even know what venue you’re speaking of
I don’t know what to tell you
You’ve been nothing but rude ever since ever since i’ve answered the phone
Okay but you are not letting me explain
Can’t understand your accent
There is nothing we can do

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Work with agent empathy analysis

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Work with agent empathy analysis

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