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?

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,

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?

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?

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,

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?