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  • 1.  Article Hits

    Posted 11-15-2023 13:57
    No replies, thread closed.

    We recently migrated from DX to CX (web messenger). How can you determine how many views/hits an article had in any given period of time? In addition, how can you search for key words in CX like you could in voice analytics in DX?

    Thank you in advance!


    #Reporting/Analytics

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    Denise Roy
    Amica Mutual Insurance Co.
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  • 2.  RE: Article Hits

    Posted 11-20-2023 20:35
    No replies, thread closed.

    Hi Denise,

    I might recommend you check out the Knowledge / Optimizer Container, which contains Analytics for the Knowledge components in Genesys Cloud. There, you can see Top Viewed Articles and Feedback. This view can be filtered by Start/End Dates as well, getting you closer to what you are looking for.

    However - I don't know of a way to get views for an individual article over a date/time period, unless i am missinig it. You can get "analytics" for an article, but that really only shows you feedback.. It is my understanding they are working on this: https://genesyscloud.ideas.aha.io/ideas/SSAKM-I-122, which can be viewed here.

    For your 2nd question, if you have S&TA enabled for Digital channels (see here), you should be able to move through to the Interactions / Content View and leverage the Transcript Content Search capabilities, shown below:

    Thanks,

    Peter



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    Peter Stoltenberg
    TTEC Digital
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    Original Message


  • 3.  RE: Article Hits

    Posted 11-22-2023 10:39
    No replies, thread closed.

    Thank you so much, Peter,for this information!

    I was unaware of the S&TA piece, but have since requested permissions for this. I'm hoping this will aid in my customer chat analytic searches! 

    I am aware of the Knowledge Optimizer feature, however if only you could search ALL the articles and not just the top 20 at any given time frame. That is something I am hoping that Genesys will make available in the near future. 

    Also, it looks like the link provided regarding idea I-122 is not found, though am happy to hear they're working on making this available! 

    Thank you again for your response, it's greatly appreciated!

    Denise



    ------------------------------
    Denise Roy
    Amica Mutual Insurance Co.
    ------------------------------

    Original Message


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