Actions8
Overview
This node integrates with an enhanced analytics platform for Genesys Cloud, providing multiple tools to analyze and monitor contact center data. Specifically, the Conversation Sentiment operation performs sentiment analysis on specified conversations by their IDs. This helps users understand customer emotions and agent interactions within conversations.
Common scenarios where this node is beneficial include:
- Monitoring customer satisfaction trends by analyzing conversation sentiments.
- Identifying conversations with negative sentiment for quality assurance or coaching.
- Enhancing reporting dashboards with sentiment metrics from voice or chat interactions.
For example, a user can input a list of conversation IDs from recent calls and receive sentiment scores that indicate whether the conversations were positive, neutral, or negative.
Properties
| Name | Meaning |
|---|---|
| Conversation IDs | Comma-separated list of conversation IDs to analyze sentiment for. |
Output
The node outputs an array of JSON objects, each corresponding to one execution item. Each JSON object contains the sentiment analysis results for the provided conversation IDs. The exact structure depends on the external service response but typically includes sentiment scores or labels per conversation.
If an error occurs during processing, the output JSON will contain an error field with the error message.
No binary data output is produced by this operation.
Dependencies
- Requires an API key credential for authenticating with the Genesys Cloud MCP Plus analytics service.
- The node depends on the external Genesys Cloud MCP Plus API endpoint to perform sentiment analysis.
- Proper network access and valid credentials must be configured in n8n for successful API communication.
Troubleshooting
Common issues:
- Invalid or missing conversation IDs may cause the API to return errors or empty results.
- Network connectivity problems or incorrect API credentials will result in authentication failures.
- Providing improperly formatted conversation ID strings (e.g., missing commas) may lead to unexpected behavior.
Error messages:
"Unknown operation: conversationSentiment"— indicates the operation parameter was not set correctly; ensure "Conversation Sentiment" is selected.- API errors returned in the
errorfield usually reflect issues like invalid IDs or permission problems; verify input values and credentials.
To resolve errors, check that:
- Conversation IDs are correctly formatted as comma-separated strings.
- The API key credential is valid and has necessary permissions.
- The Genesys Cloud MCP Plus service is reachable from your environment.