Genesys Cloud - Main

Hello!  Wondering if anyone is experiencing the same or has a work around:

About two weeks ago, Genesys had an update and since then, when I click on an article from the "Top viewed articles and feedback" in the Optimizer to review feedback given and click "Edit" to actually see the feedback, it takes me back to the "Articles" tab and unselects my Knowledgebase.  I no longer can review feedback through the Optimizer.  My current 'solution' is to just manually search for that article in the "Articles" tab to view the feedback but makes the process a bit clunky.

Thanks!

Have you been able to reproduce it in another browser or an incognito session? That could help rule out a browser/cache-related issue.

If the behavior is consistent across browsers, I would consider opening a support case with Genesys and including a screen recording showing the navigation from "Top viewed articles and feedback" → "Edit" → Articles, especially since you noticed it started immediately after an update.

It would also be interesting to know if others can reproduce the same behavior.

Thank you!  I am experiencing the same issue in Chrome, Edge, and the desktop Genesys app.  I am not able to use Incognito mode currently but will push to give that a try as well!

Just tried myself and have the same problem. Clicking edit triggers:

GET https://api.mypurecloud.de/api/v2/knowledge/knowledgeBases/null

and then 

GET https://api.mypurecloud.de/api/v2/knowledge/knowledgebases/null/documents/<articleID>/feedback?onlyCommented=true&pageSize=10

which both fail with the response "kbId Must be UUID" which makes sense as null is being passed as the KBID. Most definitely a bug that Genesys need to investigate.

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Savino Ricci
Senior Technical Consultant
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That's interesting. I recently came across something similar while working on a POC with a customer.

We had several Knowledge articles being used and receiving feedback, but some of that information was not showing up correctly in the Optimizer. I ended up using the APIs to retrieve and validate the data instead.

I'm not sure if anyone in this thread has already opened a case with Genesys, but I opened one from my side as well since we were seeing this across multiple articles.

Nice catch on the null KBID, Savino. That may help explain at least part of the behavior we're seeing in the UI.