Review knowledge article feedback

You can capture, view, and analyze positive or negative knowledge feedback that customers provide throughout their interactions, including articles and search results. This information enables you to provide new articles when you identify a need, or improve existing articles by adding phrases and refining content. 

You can view customer feedback from the knowledge base list, existing articles, or from the Performance > Workspace > Knowledge Performance view. You can also view customer feedback from the Admin > Knowledge > Optimizer view.

View feedback from the knowledge base list

The knowledge articles Feedback column shows the percentage of positive and negative feedback submissions that customers send. To view the number of positive and negative submissions, click the feedback percentage.

1. Click Admin.
2. Under Knowledge, click Articles.
3. Click the Knowledge Base list and select the knowledge base that you want to view. 

View feedback from an existing article

The Feedback section shows the percentage of positive and negative feedback submissions that customers send. To view the number of positive and negative submissions, click the feedback percentage. Agents can provide detailed feedback for the knowledge articles that Genesys Agent Assist presents to them, and here, you can also view that feedback. 

1. Click Admin.
2. Under Knowledge, click Articles.
3. Click the Knowledge Base list and select the knowledge base that you want to view. 
4. Click the appropriate question and answer article.
5. Under Analytics & Feedback, view the percentage of positive or negative that customers submit. You can also inspect the source where the feedback was submitted.

Show me the article view mode and the feedback sourceClick to expand

Show me how to edit an inspected articleClick to expand

View feedback from the Knowledge Performance dashboard

The Knowledge Performance dashboard feedback score shows the number of positive and negative submissions received from customers. Click Performance > Workspace > Knowledge Performance tab.