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Support Article

Chat Sentiment indicators on Manager Tools not accurate



When a manager views the queue using the Manager Tools, the Chat Sentiment indicator which displays does not match with the icon that displays for the Customer Service Representative (CSR).

For example,

A happy face displays for the CSR while an unhappy face displays for the manager.

Error Messages

Not Applicable

Steps to Reproduce

  1. Start a chat. 
  2. Send a few angry messages and some happy messages.
  3. View the queue using Manager Tools. An angry sentiment displays to the manger while it is happy for the CSR.

Root Cause

This behavior is as per Pega product design.


Here’s the explanation for the reported behavior:

It takes 30 seconds timestamp to reflect the Sentiment icon in the Manager view. The 30 seconds timestamp is to reduce the excess trips to the database through the data page. Additionally, the Sentiment value in a real life scenario changes with a minimum timestamp of 30 seconds and it takes time for the back and forth conversation between the user and agent which delays the Sentiment for greater than 30 seconds.

The Sentiment value switching drastically from negative to neutral to positive within 30 seconds is not likely to occurs in a real-time scenario. Hence, this is an expected behavior.

Published December 2, 2021

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