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What is emotive indexing or SmartSense?

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SmartSense Emotive Rating

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The emotive indexing feature (SmartSense) determines the emotion or attitude of the person submitting an email or assistance request. It also evaluates the emotional tone of the staff member who responds to the incident.

As a question is submitted by a site visitor, SmartSense scans the incoming text and assigns an emotive index to the incident. The index can be displayed with the incident so that the agent can review the contact's emotive tone as well.

You can create workflow and escalation rules based on the emotive index. This allows the agent or support group to escalate incidents that they feel need immediate attention for customers who are highly dissatisfied with a product or service.

Only response threads are considered for the staff SmartSense rating in incidents. Note threads are not evaluated. Additionally, SmartSense processes only the first 4,000 words in each incident thread rather than the entire thread, helping to make emotive indexing process faster for incident threads with a large number of words.

You can also use SmartSense ratings in surveys and cloud monitoring. In surveys, responses to text questions, including SmartSense evaluations of each response, appear on the Results tab of the survey. The standard report used is named 'Topic Monitoring' (report id 7022).

Smart Sense does not need to be enabled. There are two fields you are able to insert into the workspace itself. The two SmartSense fields are the Contact SmartSense and the Staff SmartSense. The SmartSense indicator searches for emotive words in the text of the responses (for Staff rating) and customer entries (for Contact rating) in the incident thread. Text in private notes will not affect either SmartSense rating.

To add it to the appropriate workspace, just take the following steps:

1. Navigate to Configuration > Application Appearance > Workspaces
2. Locate the workspace(s) you'd like to add the Smart Sense indicator to, open it for editing
3. Click on the "Insert Field" tab
4. Locate the "Contact SmartSense" and/or "Staff SmartSense" icon
5. Click and drag the icon to add it to the workspace
6. Save the workspace


For additional information on this feature, refer to the 'SmartSense Emotive Rating' section in online documentation for the version your site is currently on.  To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.