Genesys Cloud enables organizations to capture, view, and analyze customer feedback on knowledge articles and search results across multiple interaction touchpoints. Users with appropriate permissions (Knowledge > Feedback – View and Analytics > Knowledge Aggregate – View) can access comprehensive feedback data through the knowledge base list, individual articles, the Analytics Workspace Knowledge Performance dashboard, and the Knowledge Optimizer view. The system presents feedback as percentages of positive and negative submissions, with clickable metrics that reveal specific submission counts and identify feedback sources including customer interactions, article searches, and agent feedback from Genesys Agent Assist. The Knowledge Optimizer dashboard supports analysis across multiple touchpoints: All Touchpoints, Knowledge Portal, Knowledge app for Messenger, Genesys Dialog Engine Bot Flow, Genesys Digital Bot Flow, and Agent Assist. The Article View provides detailed information including query-answer pairs, article metadata (knowledge base, language, creation and modification dates, author, and status), analytics metrics showing positive and negative feedback counts, and related queries the article has addressed. Users can filter feedback by custom date ranges using calendar selectors to identify patterns and trends. The feedback collection mechanism captures user role information (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other) and specific reasons for ratings, including accuracy, clarity, completeness, and content organization. This functionality enables organizations to identify content gaps requiring new articles and refine existing articles through phrase additions and content improvements based on customer feedback patterns. The platform includes privacy policy acknowledgment requirements and provides access to related resources covering knowledge workbench features, performance dashboards, knowledge base management, article versioning, and community support options.