Genesys Cloud - Main

Hi,

We have knowledge base articles for our Digital Bot Flows. I would like to see detailed reports on how often a knowledge article is used, and feedback from customers when our digital flow asks to selects yes/no when the bot asks if we have answered their questions.

I can see in Analytic Workspace, there is a report for Knowledge Performance, but I'd like to see detail of where those figures are coming from. Is it possible to see the detail behind the figures? 

Thanks,

Giorgina

Hello Giorgina, 

I believe this can be done with the Analytics drill-down features. It should be under the knowledge performance view in the analytics workspace. Click on any of the view tabs, columns, rows or data points this should allow you to drill down into the details behind these figures. Try selecting the specific metric or data element you want to explore further. 

Hope this helps. 

For us just on the co-pilot side, knowledge reporting is woeful.  Need to be able to do what Giorgina describes and see user-level participation reports with the knowledge feedback process.  And there's no drill-down of that data available natively in GC today

Hi Giorgina

Not sure if this might help but perhaps you can look into the Insight Optimization view to see if this provides the level of detail required - https://help.genesys.cloud/articles/knowledge-optimizer-dashboard/

https://help.genesys.cloud/articles/review-knowledge-article-feedback/

Regards

Thanks for that - useful