View details and feedback in knowledge optimizer

AI-generated summary

Genesys Cloud's knowledge optimizer dashboard provides visibility into the top 20 to 50 most viewed knowledge base articles and their performance metrics to help users analyze knowledge base effectiveness. The dashboard displays two primary tiles: the Top Surfaced Articles tile shows the most popular trending articles within a specified timeframe, while the Queries with Negative Feedback tile lists up to 50 answer generation queries that received negative feedback. Users can access detailed article information including knowledge base location, language, creation date, modification date, author, and current status through the Article View by clicking an article name and selecting Edit Article. The system tracks analytics such as positive and negative feedback counts, query matches, and identifies other queries each article has successfully addressed. For queries with negative feedback, users can open the Query Details panel to review queried data, generated answers, sources used, whether the answer was copied by an agent, context search enablement status, and conversation IDs. This functionality enables content optimization and knowledge base maintenance by revealing usage patterns, feedback trends, and identifying knowledge gaps or configuration issues that require attention.

Series: Knowledge optimizer for the knowledge workbench

Previous suggested step: Optimize your knowledge base content

The knowledge optimizer dashboard shows the following details:

Knowledge base V2: The Top surfaced articles tile displays details about the most popular trending articles, up to 50, used in the knowledge base for a specified time frame. This information helps you analyze the effectiveness of your knowledge base articles.
Knowledge configuration: The queries with negative feedback tile lists up to 50 answer generation queries that received negative feedback, allowing you to drill into specific queries, review details such as generated answers, sources, and touchpoints, and identify knowledge gaps or content issues that need attention.

Knowledge base

To open the article in the Article View, click an article name and then click Edit article. The article view displays the following information:

The query and answer
Article details such as the knowledge base, language, date created, date last modified, author, and status
Analytics such as number of positive feedback hits and number of negative feedback hits
Other queries that this article answered

With these details, you can review and determine if you should make changes on articles in the knowledge base.

Knowledge configuration

To open the Query details panel, click a query in the Queries with negative feedback tile. The panel shows the following information:

Queried date
Suggestion
Whether copied by agent or not
Whether context search was enabled
Conversation ID
Generated answer
Sources used to generate the answer

With these details, you can review and determine if you should make changes in the knowledge sources or configuration.

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