Library Entry

Surface article variations by Predictive Engagement segments for the Messenger Knowledge App

In this video @Brian Feeney talks about the improvement whereby we surface article variations by Predictive Engagement segments for the Messenger Knowledge App Knowledge authors can now configure specific knowledge article variations to surface when Genesys Cloud finds a...

20240722_FeatureReview_DX_Digital_Knowledge_Article_Variations_BF.mp4

Library Entry

Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

In this video @Rebecca Harper talks about the updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard Genesys implemented a new event, "nKnowledgeDocumentViewed", to more accurately represent the top knowledge articles that...

20240527_FeatureReview_CX_Updated analytics event for top viewed articles in Knowledge Optimizer_RH.mp4

Discussion Thread 8

how to enhance the base for "enable agent escalation" function in a digital flow

Library Entry

Search for a knowledge base article by ID in Architect

In this video @Fegy Simon talks about Search for a knowledge base article by ID in Architect Flow authors can now use the new Find "KnowledgeBaseDocument" by ID function in Architect for Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows to look up a knowledge base...

20240131Search for a knowledge base article by ID in Architect_FS.mp4