Genesys Cloud – Program-level controls for sentiment and empathy analysis

This enhancement gives organizations more granular control over where sentiment and empathy analysis are applied. Administrators can selectively disable these features for specific programs while continuing to use them in other parts of the organization.

What this means

Administrators can manage customer sentiment analysis and agent empathy analysis separately for individual programs.

Program-level settings work together with existing organization-level controls:

• Organization-level settings remain the highest level of control
• Program-level settings can further restrict analysis
• Program-level settings cannot enable analysis if organization-level settings are disabled

Genesys Cloud will also display the current sentiment and empathy analysis status directly in the Programs UI, making it easier for administrators to review and manage configuration states across programs.

What you need to do

Administrators can configure program-level sentiment and empathy settings from the Programs UI or through public APIs.

No existing configurations are changed automatically. By default, sentiment and empathy analysis remain enabled for existing and new programs unless administrators choose to disable them.

Why this matters

Organizations operating across multiple regions or business units may need different AI analysis policies based on local regulations, internal governance requirements, or operational preferences. Program-level controls help organizations apply sentiment and empathy analysis more selectively while maintaining compliance and reducing unnecessary analysis in areas where these features are not needed or permitted.