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  • 1.  Optimizer issues with knowledge base pointed to Knowledge App.

    Posted 07-16-2024 16:12
    No replies, thread closed.

    We recently turned on the knowledge app add-on to our chat window, the assigned knowledge base's optimizer dashboard data doesn't seem to be accurate. In the "Top Unanswered Questions", the list has values that also appear in the "Top Answered Queries" list as well. Is this a known issue?


    #Reporting/Analytics

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    James Rice
    Washington Dental Service
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  • 2.  RE: Optimizer issues with knowledge base pointed to Knowledge App.
    Best Answer

    Posted 07-17-2024 10:31
    No replies, thread closed.

    Hello James,

     

    This is quiet odd, have you explored our documentation about the knowledge optimizer? I haven't seen or heard of other customers reporting this specific issue.

     

    How do have your results filtered?

     

    Cheers,



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Optimizer issues with knowledge base pointed to Knowledge App.

    Posted 07-18-2024 18:37
    No replies, thread closed.

    Hi Cameron thanks for the response,

    I did read that, but I could not find a section that describes what an unanswered query in the Knowlege app is. Is it when someone looks up a phrase but doesn't click on any of the results?



    ------------------------------
    James Rice
    Washington Dental Service
    ------------------------------

    Original Message


  • 4.  RE: Optimizer issues with knowledge base pointed to Knowledge App.

    Posted 08-20-2024 18:33
    No replies, thread closed.

    Still having the same issue, is anyone else experiencing this issue?



    ------------------------------
    James Rice
    Washington Dental Service
    ------------------------------

    Original Message


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