Genesys DX (formerly Bold360)

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  • 1.  FAQ: How do you export voices from the knowledge base?

    GENESYS
    Posted 12-06-2021 11:50
    Edited by Rebecca Roberts 12-06-2021 12:01
    Hey DX Community,

    What are the steps to export the voices that have been added to the knowledge base for Genesys DX?

    Cheers,
    Rebecca

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    Rebecca Roberts
    Genesys - Employees
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  • 2.  RE: FAQ: How do you export voices from the knowledge base?

    GENESYS
    Posted 12-06-2021 18:12
    Exporting voices in Genesys DX can be done from the AI Dashboard.

    After logging in, go to "Voices" and then "Search Optimizer" from the left navigation.


    From the "Search Optimizer" there are four buckets of options. These include:

    • Unanswered
      Inquiries that have come in but have not received a voice associated with them 
    • Answered
      Voice entries in the knowledge base
    • Reactions
      End user reactions to answers, such as feedback and number of times answers have been given
    • Muted
      Questions that have been asked but muted by an admin, often because it's inappropriate or undesired to have a entry for it

    With the exception of reactions, which can't be exported, the three options here can be downloaded as an Excel (Microsoft Office 2007+) or as a CSV. This is done by selecting the arrows button in lower right corner.



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    Anthony Romero
    Genesys - Employees
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