/// <summary>
/// Callback on insert of Watson results - using the transaction submitted but NOT committed
///
/// For each action, use the most likely sentiment (highest SentimentScore)
/// Use Net Promoter score (promoters - detractors), normalized to [0, 1000] where 500 is neutral
/// </summary>
/// <param name="transaction">data associated with the watson transaction</param>
public static void TicketSentimentStrategy(DataContext db, ActionToAnalyze actionToAnalyze, ActionSentimentScore maxScore)
{
if (actionToAnalyze.IsAgent)
{
return;
}
try
{
// normalize to [0, 1000]
double actionScore = Convert.ToDouble(ToneSentiment.ToneSentiments[maxScore.SentimentID].SentimentMultiplier.Value) * Convert.ToDouble(maxScore.SentimentScore);
actionScore = 500 * actionScore + 500;
// submit TicketSentiment
TicketSentiment score = null;
CreateTicketSentiment(db, actionToAnalyze, actionScore, out score);
score.TicketSentimentScore = (int)Math.Round(score.AverageActionSentiment);
score.SetSentimentID(maxScore.SentimentID);
db.SubmitChanges();
}
catch (Exception e2)
{
WatsonEventLog.WriteEntry("Exception caught at select from ACtionsToAnalyze or HttpPOST:", e2);
Console.WriteLine(e2.ToString());
}
}
static bool CreateTicketSentiment(DataContext db, ActionToAnalyze actionToAnalyze, double actionScore, out TicketSentiment score)
{
Table <TicketSentiment> table = db.GetTable <TicketSentiment>();
score = table.Where(t => (t.TicketID == actionToAnalyze.TicketID) && (t.IsAgent == actionToAnalyze.IsAgent)).FirstOrDefault();
if (score == null)
{
score = new TicketSentiment()
{
TicketID = actionToAnalyze.TicketID,
OrganizationID = actionToAnalyze.OrganizationID,
IsAgent = actionToAnalyze.IsAgent,
TicketDateCreated = actionToAnalyze.DateCreated,
TicketSentimentScore = 0,
Sad = false,
Frustrated = false,
Satisfied = false,
Excited = false,
Polite = false,
Impolite = false,
Sympathetic = false,
AverageActionSentiment = actionScore,
ActionSentimentCount = 1
};
table.InsertOnSubmit(score);
return(true);
}
return(false);
}
public void DoRebuild()
{
try
{
string connectionString = ConfigurationManager.AppSettings.Get("ConnectionString");
using (SqlConnection connection = new SqlConnection(connectionString))
using (DataContext db = new DataContext(connection))
{
db.ObjectTrackingEnabled = false; // read-only linq to sql
Initialize(db);
// load the highest confidence sentiment for each client action
MaxActionSentiment[] actionSentiments = LoadActionSentiments(db);
Array.Sort(actionSentiments, (lhs, rhs) => lhs.TicketID.CompareTo(rhs.TicketID));
foreach (MaxActionSentiment actionSentiment in actionSentiments)
{
// new TicketSentiment?
double actionScore = ToTicketScore(actionSentiment.SentimentID, actionSentiment.MaxSentimentScore);
if (!_ticketSentiments.ContainsKey(actionSentiment.TicketID))
{
_ticketSentiments[actionSentiment.TicketID] = CreateTicketSentiment(actionSentiment, db, actionScore);
continue;
}
// update existing TicketSentiment
TicketSentiment sentiment = _ticketSentiments[actionSentiment.TicketID];
int count = sentiment.ActionSentimentCount;
sentiment.AverageActionSentiment = (count * sentiment.AverageActionSentiment + actionScore) / (count + 1);
sentiment.ActionSentimentCount = count + 1;
sentiment.TicketSentimentScore = (int)Math.Round(sentiment.AverageActionSentiment);
sentiment.SetSentimentID(actionSentiment.SentimentID);
}
int insertCount = 0;
foreach (KeyValuePair <int, TicketSentiment> pair in _ticketSentiments)
{
pair.Value.Insert(db);
if (++insertCount >= 1000)
{
Console.Write('.');
insertCount = 0;
}
}
}
}
catch (Exception e)
{
WatsonEventLog.WriteEntry("Exception in RebuildTicketSentimentsTable", e);
Console.WriteLine(e.ToString());
}
}
/// <summary>
/// first action sentiment creates the ticket sentiment
/// </summary>
TicketSentiment CreateTicketSentiment(MaxActionSentiment actionSentiment, DataContext db, double actionScore)
{
TicketSentiment ticketSentiment = new TicketSentiment()
{
TicketID = actionSentiment.TicketID,
OrganizationID = actionSentiment.OrganizationID,
IsAgent = actionSentiment.IsAgent,
TicketDateCreated = actionSentiment.DateCreated,
TicketSentimentScore = (int)Math.Round(actionScore),
Sad = false,
Frustrated = false,
Satisfied = false,
Excited = false,
Polite = false,
Impolite = false,
Sympathetic = false,
AverageActionSentiment = actionScore,
ActionSentimentCount = 1
};
ticketSentiment.SetSentimentID(actionSentiment.SentimentID);
return(ticketSentiment);
}
public void RecordWatsonResults(ActionToAnalyze actionToAnalyze)
{
// insert ActionSentiment
ActionSentiment sentiment = InsertActionSentiment(_db, actionToAnalyze);
_db.SubmitChanges(); // get the DB generated ID
int actionSentimentID = sentiment.ActionSentimentID;
// insert child records - ActionSentimentScore(s)
List <Tones> tones = actionToAnalyze.GetTones();
List <ActionSentimentScore> scores = InsertSentimentScores(tones, _db, actionSentimentID);
// update the corresponding ticket sentiment
if (!actionToAnalyze.IsAgent)
{
ActionSentimentScore maxScore = scores.Where(s => s.SentimentScore == scores.Max(a => a.SentimentScore)).First();
TicketSentiment.TicketSentimentStrategy(_db, actionToAnalyze, maxScore);
}
// Delete ActionToAnalyze
actionToAnalyze.DeleteOnSubmit(_db);
_db.SubmitChanges();
}
