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  • 1.  Measure the usage and effectiveness of Web Messaging Knowledge Search

    Posted 7 days ago

    Hi,

    We have been long-term users of Web Messaging but we've never truly used the integrated Search feature, we have had it disabled as we've not had a suitable knowledge base for the widget to search.

    We're looking to change that, and then potentially introduce the integrated search option.

    The question I have is, is there a way to measure how many clients are interacting with the Search, see what they are searching for, see how effective it is, etc?

    From what I can tell / what I assume, is that because it hasn't started a Web Messaging conversation session, it isn't tracked. And, search history etc is not visible, and we have no way to tell who went from Search to a conversation [because the search did not solve the problem].

    Is that correct?


    #DigitalChannels

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    James
    Telecoms Specialist
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  • 2.  RE: Measure the usage and effectiveness of Web Messaging Knowledge Search
    Best Answer

    Posted 7 days ago

    Hi James,

    From my understanding, searches made through the integrated Knowledge app for Messenger are tracked in Knowledge Optimizer, even though they do not create a Web Messaging conversation.

    The Resource Center states that answered and unanswered queries are broken down by the application from which they originated and specifically lists Knowledge app for Messenger. It can also be selected as a touchpoint when filtering the Optimizer dashboard.

    https://help.genesys.cloud/articles/knowledge-optimizer-dashboard/

    Therefore, Optimizer should provide information such as answered and unanswered queries, top queries, surfaced articles, hits, and feedback. The data is processed daily, so it may take up to 24 hours to appear.

    However, I do not think there is currently a native report that links an individual customer's search history to a Web Messaging conversation they subsequently start.



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    Phaneendra
    Technical Solutions Consultant
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  • 3.  RE: Measure the usage and effectiveness of Web Messaging Knowledge Search

    Posted 6 days ago

    Thank you Phaneendra, I didn't realise that. I've put a few test searches in now, I'll see if they reflect in the Optimizer tomorrow.



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    James
    Telecoms Specialist
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    Original Message


  • 4.  RE: Measure the usage and effectiveness of Web Messaging Knowledge Search

    Posted 6 days ago

    All good James anytime.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


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