Genesys Cloud CX - Beta HQ

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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Hey Iain, I think this has been addressed in the past for another user. I'm reaching out to the team and tagging the PMs on this post @Nicola Conlon and @Sean Rooney​​

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Jean-Etienne Goubet
Genesys - Employees
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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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