I am currently building a real-time coaching tool for our agents. We want to trigger a ‘Coaching Tip’ pop-up on the agent’s screen when the customer’s sentiment score drops below a certain threshold. I am using the Notification API to monitor the sentiment, but I am worried about the impact on the agent’s focus if the tips are too frequent. Is there a way to add ‘Debounce’ logic to the sentiment triggers so we only alert the agent if the sentiment stays low for more than thirty seconds?
Hello Jun15! I am a migration specialist and I love this idea! For the debounce logic, you should not do it on the agent’s browser because it will waste too many resources. You should have a middle-tier service (like a small Node.js app) that listens to all the sentiment events from Genesys Cloud. Your service can then track the sentiment over time and only send the coaching tip to the agent via a custom WebSocket once the thirty-second threshold is met. It is much more scalable!
Greetings. As a consultant who evaluates many AI vendors, I have seen these coaching tools fail because they are too intrusive. Instead of a pop-up, you should consider a ‘Sentiment Meter’ in the agent’s sidebar that changes color. This provides a subtle cue without interrupting their workflow. Also, make sure your AI suggestions are actually helpful; if the agent gets the same tip every time the sentiment drops, they will eventually just ignore the tool entirely.
Hey guys! I am a telecom engineer and I want to remind you that the ‘Sentiment’ calculation has a slight delay because it has to process the audio. If you add another thirty-second debounce on top of that, your coaching tip might arrive after the customer has already hung up! You should try to find a balance between accuracy and speed. Maybe a ten-second debounce is enough to filter out the temporary dips in sentiment?