Genesys Cloud provides a knowledge optimizer feature within the knowledge workbench that enables organizations to view detailed analytics and feedback on knowledge base performance. The knowledge optimizer dashboard displays two primary tiles: the Top Surfaced Articles tile, which shows up to 50 most popular trending articles within a specified timeframe to help assess knowledge base effectiveness, and the Queries with Negative Feedback tile, which lists up to 50 answer generation queries that received negative feedback for gap identification and content improvement. The Article View allows users to examine individual articles and their associated metadata, including query and answer content, article details (knowledge base, language, creation and modification dates, author, status), and analytics metrics such as positive and negative feedback counts. Users can also review other queries answered by the same article to determine necessary revisions. The Query Details panel provides comprehensive information about specific queries receiving negative feedback, including queried data, suggestions, agent copy status, context search enablement, conversation ID, generated answers, and sources used for answer generation. This functionality enables administrators to identify knowledge gaps and configuration issues requiring attention. Access to the knowledge optimizer requires appropriate Genesys Cloud licensing (CX 1 Digital Add-on II, CX 2, CX 2 Digital, CX 3, CX 3 Digital, or CX 4) and specific permissions under Knowledge Analytics and Knowledge categories. The feature supports data-driven optimization of knowledge sources and content quality.