Name
global.SentimentUtil
Description
No description available
Script
var SentimentUtil = Class.create();
SentimentUtil.prototype = {
initialize: function() {},
updateConversationSentiment: function(conversationId, sentimentScore, sentiment) {
var gr = new GlideRecord('sys_cs_conversation');
gr.addQuery('sys_id', conversationId);
gr.query();
if (gr.next()) {
gr.setValue('sentiment_normalized', sentimentScore);
gr.setValue('sentiment', sentiment);
gr.update();
}
this._updateInteractionSentiment(conversationId, sentimentScore);
},
updateMessageSentiment: function(key, sentimentScore, sentiment) {
var gr = new GlideRecord('sys_cs_message');
gr.addQuery('sys_id', key);
gr.query();
if (gr.next()) {
gr.setValue('sentiment_normalized', sentimentScore);
gr.setValue('sentiment', sentiment);
gr.update();
}
},
_updateInteractionSentiment: function(conversationId, sentiment) {
var gr = new GlideRecord('interaction');
gr.addQuery('channel_metadata_document', conversationId);
gr.addQuery('channel_metadata_table', 'sys_cs_conversation');
gr.query();
if (gr.next()) {
gr.setValue('sentiment', sentiment);
gr.update();
}
},
createInteractionInsight: function(conversationId, interactionId, agent) {
var agentSentiment = this._calculateAggregateSentimentForAgent(conversationId, agent);
if (agentSentiment) {
var interactionInsightGr = new GlideRecord('sys_cs_interaction_insight');
interactionInsightGr.addQuery('interaction', interactionId);
interactionInsightGr.addQuery('user', agent);
interactionInsightGr.query();
if (interactionInsightGr.next()) {
interactionInsightGr.setValue('sentiment_normalized', agentSentiment.score);
interactionInsightGr.setValue('sentiment', agentSentiment.sentiment);
interactionInsightGr.update();
} else {
interactionInsightGr.initialize();
interactionInsightGr.setValue('interaction', interactionId);
interactionInsightGr.setValue('user', agent);
interactionInsightGr.setValue('sentiment_normalized', agentSentiment.score);
interactionInsightGr.setValue('sentiment', agentSentiment.sentiment);
interactionInsightGr.setValue('type', 'sentiment');
interactionInsightGr.setValue('user_type', 'agent');
interactionInsightGr.insert();
}
}
},
_calculateAggregateSentimentForAgent: function(conversationId, recipient) {
var messageGr = new GlideAggregate('sys_cs_message');
messageGr.setGroup(false);
messageGr.addQuery('conversation', conversationId);
messageGr.addQuery('recipient', recipient);
messageGr.addEncodedQuery("sentimentISNOTEMPTY");
messageGr.addAggregate('AVG', 'sentiment_normalized');
messageGr.query();
if (messageGr.next() && recipient) {
var conversationScore = messageGr.getAggregate('AVG', 'sentiment_normalized');
var sentimentObject = sn_cs.VASystemObject.getSentimentNormalisedScore(1, conversationScore);
if (sentimentObject) {
return JSON.parse(sentimentObject);
}
}
return null;
},
getInteractionAssignedToAndId: function(conversationId) {
var interactionGr = new GlideRecord('interaction');
interactionGr.query('channel_metadata_document', conversationId);
if (interactionGr.next()) {
return {
"interactionId": interactionGr.getUniqueValue(),
"agent": interactionGr.getValue('assigned_to')
};
}
},
type: 'SentimentUtil'
};Sys ID
9a0d603d8722411056a07406dabb3505