Genesys Cloud - Main

I am looking for reporting around how Knowledge Articles are used by Copilot.

The Copilot Performance view only tells me how many interactions that interacted with the Copilot were surfaced a knowledge article or knowledge highlight and the rating of the recommendation. However, I have no insight into what specific knowledgebase or article was surfaced. 

When looking in the Knowledge Performance view, I can select a knowledge base and see the feedback count, but I have no way to filter this by Copilot or to see anything on individual articles.

When looking at Knowledge Optimizer, I can filter by knowledge base and touchpoint, but Copilot is not a touchpoint option. This seems like the most likely place to see the type of data I am looking for, but since Copilot is not a selectable touchpoint, I'm at a loss. Not being able to see the effectiveness of the knowledge based from a Copilot usage standpoint seems like a GINORMOUS miss from Genesys, so I have to ask, "Am I missing something?". I could only find one Idea that seemed to be remotely related, but it has gotten very little traction from what I can see, Genesys Cloud Ideas Portal

Any help would be appreciated. 

#ConversationalAI(Bots,AgentAssist,etc.)

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Kevin Goodwin
Senior Consultant
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Hi Kevin,

You are spot on. There is not native reporting on "what suggestions are being provided for X phrases" nor is there really a good way to get this information. The Agent Assist option in Knowlede Optimizer is the filter for Copilot, but that only tracks manual searches; not automated searches. So it's not really that useful.

From an API perspective, there is an endpoint out there /api/v2/conversations/{conversationId}/suggestions that gives you the suggestions that were provided for a specific interaction, but there is nothing tying it to a phrase unfortunately. There is an utterance.id in the JSON output, which is actually linked to the utterance.id in the real time websocket stream of the transcript. unfortunately, it's not usable after the call.

You have to go and get the transcript and do some math to figure out which phrase is linked to which suggestion.  That is what I've done and it's proved pretty useful. 

Thanks,

Peter

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Peter Stoltenberg
TTEC Digital
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