Genesys Cloud CX

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Knowledge optimizer unanswered queries improvements 

10-09-2023 03:41

In this video @Brian Feeney talks about Knowledge Optimizer unanswered queries improvements.

Genesys Cloud improved the grouping and visual indicators for the knowledge optimizer. High, medium, and low impact tiles now appear with different background colors. Also, administrators can now use a date range filter to view unanswered queries for up to the last ten days. Previously, this filter was static and only provided data from the last three days. The current day’s data is collected and clustered overnight, and then displays the following day. This feature improves the ability to intuitively view and filter data to manage knowledge base V2 question and answer articles. For more information, see Optimize your knowledge base content.

Release Notes: https://help.mypurecloud.com/releasenote/september-27-2023/

#TAMStudios #FeatureReview #Knowledge #knowledgeWorkbenchV2 


#ConversationalAI(Bots,AgentAssist,etc.)
#QualityManagement
#CommunityVideos(TAM,QA,etc.)

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