Genesys Cloud - Main

Hi!  I have two questions about the Optimizer.

1-What is the definition of an unanswered Query?  I am assuming it is when a search is made but an article is not clicked on?  We are getting multiple queries that are identical and do not have an article to put each which leads me to my next question...

2-Are we able to delete unanswered queries or somehow mark them answered?  

Note to add: I cannot place an unanswered query to an article that is in draft status or has visibility off.

Thanks!

#Unsure/Other

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Amanda Douglas
Numerica Credit Union
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Hi Amanda,

From my testing on the Digital Channels, here's what I have seen:

Support Center: Search for Phrase. No Article Match

Knowledge Widget: Search for an Article. No Article Match
Digital Bot: User search and No Match triggered. Or, Search results in multiple options and user presses "None of these"

As for your second question, I don't know of a way to clear the unanswered queries. The only thing I can think of beyond that is to create an unpublished article and associate those other phrases to that artcle. It allows you to at least clear those queries...? I haven't test this idea yet, but I can't think of anything else.

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Peter Stoltenberg
TTEC Digital
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Hi Amanda,

I am running into exact the same issue. Do you know how to remove unanswered queries or at least set them to answered? 

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Hafid Bourich
KPN B.V.
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