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May 16, 2018 at 10:54 AM

Can we use Sentiment Analysis result for Ticket Routing?

356 Views Last edit May 18, 2018 at 07:07 PM 2 rev

Hello experts

Tickets, especially from Social Media like Fb and Twitter, shows Sentiment Analysis, such that if certain keywords e.g. "like" or "interested" are mentioned, C4C ticket shows a smiley face.

With our current project, one of the requirements was to create a "sad face workflow", wherein if Sentiment Analysis is either Negative or Strong Negative, ticket should be routed to a level 2 service Team via the new Ticket Routing Rules configuration.

Unfortunately, the Ticket Routing configuration doesn't allow us to add the Sentiment field. Can we really not create our custom logic based on the Sentiment? Or am I just missing configuration?

Thanks