Hi Iain,
Optimizer won't populate with customer queries that come through Agent Assist. The reason for this is there would be too much noise/junk phrases coming into the optimizer tool which would render it useless, things like Helle,yes,no etc. The manual search queries from agents however should come through. We do plan to bring in customer queries into Optimzer but need to develop a mechanism to filter out the junk phrases.
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Sean Rooney
Genesys - Employees
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Original Message:
Sent: 12-21-2022 04:56
From: Iain Johnson
Subject: Agent Assist Digital Channel Beta - Optimizer not populating
Morning,
Has anyone had any experience of Optimizer not populating with data even when an inbound web messaging interaction is answered and the Knowledge Articles are being used by the Agent. Knowledge is working as intended so relevant articles are automatically presented to Agent or equally teh Agent manually search for relevant article. Articles are then copied across to interaction and sent to customer. However we are seeing not data in Optimizer. Anyone had similar issues and solutions?
#Unsure/Other
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Iain Johnson
Sabio Ltd
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