Object Designer Data Model Changes
This topic explains the Object Data model changes required for the Live Chat Sentiment Analysis Accelerator. It uses two custom objects to store the data needed for this feature to work. These two tables have a parent (ChatAIResultSummary) child (ChatAIPredictionInfo) relationship.
Custom Objects
ChatAIResultSummary table: It is referred as the parent table in this documentation. It contains the prediction evaluation summary along with information regarding the chats. A row is created in this table when a new or transferred chat is accepted by an agent.
The following table lists the fields in the ChatAIResultSummary table.
| Field Name | Data Type | Description |
|---|---|---|
| IsEndUserInNegativeEmotion | Yes/No | Flag indicating that the chat had a negative emotion from customer |
| ChatId | Integer | Product chat table ID |
| HaveAgentInNegativeEmotion | Yes/No | Can be used to flag negative agent emotion if it is in scope after customization |
| IsAlertTriggered | Yes/No | Can be used to flag alerting if it is in scope after customization |
| RequestManagerIntervene | Yes/No | Flag to indicate if any of the chat text from the end user had a ask for supervisor |
| RequestManagerInterveneCount | Integer | Number of chat texts with ask for supervisor |
| IsActive | Yes/No | Flag to indicate if the chat is active in feature context |
| CurrentQueue | Menu | Current queue in which chat is present |
| MaxNegativeMessageCount | Integer | Maximum number of negative chats which is allowed to not consider a chat to be evaluated |
| MinEmotionConf | Decimal | Emotion confidence threshold when chat message was sent |
| MinRequestManagerInterveneConf | Decimal | Request for manager intervene confidence threshold when chat message was sent |
| InitialMessageToSkipCount | Integer | Number of messages to skip before the evaluation of negative messages |
| NegativeMessageCount | Integer | Number of negative messages |
| AccountId | Integer | Relation column with Account table |
| ContactId | Integer | Relation column with Contact table |
| ChatDurationInMin | Integer | Time duration, in minutes, between first chat and last chat for a specific chat captured by feature custom table |
| IsPrivateChat | Yes/No | Flag chats happening as private between two agents using conference feature |
ChatAIPredictionInfo table: It is referred as the child table in this documentation. A new row is created in this table for each new message created in a chat.
The following table lists the fields in the ChatAIPredictionInfo table.
| Field Name | Data Type | Description |
|---|---|---|
| ChatText | Text (Long Text) | Text of each individual chat message |
| Emotion | Menu | Emotion of a chat message |
| SuggestEmotion | Menu | Suggested emotion from the supervisor who reviewed the prediction |
| EmotionConf | Decimal | Confidence score of the predicted emotion from model |
| SuggestManagerIntervene | Yes/No | Suggested Manager Intervene from the supervisor who reviewed the prediction |
| RequestManagerIntervene | Yes/No | Manager Intervene predicted |
| RequestManagerInterveneConf | Decimal | Confidence score of Manager Intervene predicted from model |
| ChatRole | Menu | Role of person who created the chat message |
| ChatAIResultSummary | Integer | Parent table Id which groups a set of chat messages under one individual interaction between the agent and the end user |
| ChatOrder | integer | Order in which chat messages are created inside an individual interaction |