Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Knowledge Optimizer and Performance Dashboard

    Posted 02-28-2023 11:21
    No replies, thread closed.

    Hi Team,

    We have few queries related to KB Optimer and perfromance dashboard

    1. Optimzer have Agent Assist as touchpoint filter. But Knowledge Performance does not have Agent Assist in dropdown list. But documents implies Self and Assisted service throughout the dashboard.May we can know how do we get Agent Assist in Performance dashboard.

    2. Feedback count in Optimizer and Knowledge Performance dashboard are not matching for a selected knowledge based and timeline.

    3. Number of queries in Optimizer and Knowledge Performance dashboard are not matching for a selected knowledge based and timeline.


    #ConversationalAI(Bots,AgentAssist,etc.)
    #Reporting/Analytics

    ------------------------------
    Maragatham Sadaiyandi
    Accenture Solutions Private Limited
    ------------------------------


  • 2.  RE: Knowledge Optimizer and Performance Dashboard

    Posted 03-11-2023 00:13
    No replies, thread closed.
    1. You would need to have Agent Assist setup (and pay for the subscription) in order for any stats to show in the dashboard for Agent Assist.
    2. Feedback count would only be for when agents actually give feedback through the Agent Assist (either knowledge searching or surfacing).  I don't think Bot Feedback is showing on that dashboard yet.  
    3. This depends on where and how you are using Knowledge Articles.  Do you have support center or bots looking them up?  Are agents using them in Agent Assist?


    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Knowledge Optimizer and Performance Dashboard

    Posted 04-10-2024 04:06
    No replies, thread closed.

    Hi Rob,

    We have also had Point 3 raised to us by a customer, stating the fact that when they filter a specified date range and Touchpoint, the number of Queries in the Knowledge Performance View do not match the number of Queries presented in the Knowledge Insights and Optimization Dashboard. In the case of this customer, they are using Knowledge Articles in a number of ways through the Web Messaging Channel:

    1. The end customer can search Knowledge Articles using the 'Search a Topic' function within the Web Messenger Interface.
    2. The end customer can initiate a Web Chat which initially goes through a Bot Flow linked to the appropriate Knowledge Base. The customer can ask a question and the Bot will return an article which it deems most appropriate. If the customer doesn't get the answer to their question after 3 attempts, they are presented with the option to route to an Agent.
    3. The Agent can manually search and send Knowledge Articles whilst handling an Interaction (Manual Agent Assist).

    There is also no trends or consistency in the figures - One day the Knowledge Insights and Optimizer Dashboard shows a higher number of Queries, and other days the Knowledge Performance View shows a higher number of queries.



    ------------------------------
    Amandeep Dewitt
    British Telecommunications PLC
    ------------------------------

    Original Message


Related Content