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Knowledgebase seach results limited to 3 articles

  • 1.  Knowledgebase seach results limited to 3 articles

    Posted 03-17-2023 08:27

    I have just come on board to help troubleshoot a basic cloud CX Agent Knowledge base set up where the person has taken existing Q&A from an existing non-Genesys knowledge base and copied it across. In test only three search results are showing each time and the accuracy of these results is extremely poor i.e. we know a better article exists for the test question we are asking but it does not come up.

    I am sure we are missing some simple step or config. Any ideas re:

    1 - being able to ensure more than 3 results come back per search

    2 - to improve the accuracy of the search results

    I worked on Dx last year when it was pretty much Bold360 and it was more exact than this. What am I missing? I'd appreciate any ideas!


    Marcus Daley
    Individual Only Contact Account

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