Network topology determination and configuration from aggregated sentiment indicators

A method, comprising:

• accessing a conversation between an agent and a customer, wherein the conversation is conducted via a network and each of a first communication device and a second communication device, each attached to the network and utilized by the agent and customer, respectively and wherein the conversation comprises a textual portion, consisting of the words vocalized, and a non-text portion;
• determining a text sentiment from at least one word of the text transcript having a sentiment associated therewith in accordance with a first rule;
• determining a secondary sentiment from the non-text portion in accordance with a second rule;
• upon determining the secondary sentiment does not contradict the text sentiment, assigning the text sentiment as an aggregate sentiment;
• upon determining the secondary sentiment does contradict the text sentiment, assigning the secondary sentiment as the aggregate sentiment;
• and
• populating a data structure with the aggregate sentiment, wherein the data structure is further associated with the text transcript, and causing the aggregate sentiment to be stored in a data storage.

A system, comprising:

• means to access a conversation between an agent and a customer, wherein the conversation is conducted via a network and each of a first communication device and a second communication device, each attached to the network and utilized by the agent and customer, respectively and wherein the conversation comprises a textual portion, consisting of the words vocalized, and a non-text portion;
• means to determine a text sentiment from at least one word of the text transcript having a sentiment associated therewith in accordance with a first rule;
• means to determine a secondary sentiment from the non-text portion in accordance with a second rule;
• upon determining the secondary sentiment does not contradict the text sentiment, means to assign the text sentiment as an aggregate sentiment;
• upon determining the secondary sentiment does contradict the text sentiment, means to assign the secondary sentiment as the aggregate sentiment;
• and
• means to populate a data structure with the aggregate sentiment, wherein the data structure is further associated with the text transcript, and causing the aggregate sentiment to be stored in a data storage.