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  • 1.  Knowledgebase metrics when configured in Messenger Homescreen

    Posted 10-21-2024 19:34
    No replies, thread closed.

    Hello,

    I would like to start using the optional knowledge app within the Messenger Home screen as I think our site visitors would find it beneficial. Is there any way to track when visitors use the knowledge app or the articles they visit? I could anticipate our city leadership not wanting to move forward with this tool if I can't provide a number of visitors using the feature even if it was a benefit to our end users. Hopefully somebody here has a suggestion?

    Thank you!


    #DigitalChannels

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    Nicole VanWie
    UC Engineer
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  • 2.  RE: Knowledgebase metrics when configured in Messenger Homescreen
    Best Answer

    Posted 10-22-2024 00:30
    No replies, thread closed.

    Hi Nicole,

    You can use the Knowledge Optimizer to view the top-performing articles, including article views and feedback.

    To access it, navigate to Knowledge → Optimizer → Insights and Optimization.

    Additionally, you can run an utterance history within BotFlow (Architect) to review the prompts/utterances users are using and their outcomes.

    I hope this helps answer your question!

    Regards

    Phaneendra



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    Phaneendra Avatapalli
    Client Support, Desktop Support
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    Original Message


  • 3.  RE: Knowledgebase metrics when configured in Messenger Homescreen

    Posted 10-22-2024 11:29
    No replies, thread closed.

    Hi Phaneendra.

    Thank you for your answer, I appreciate your insight. I will use the Knowledge Optimizer to determine the health of the content in our articles, but I am hoping to find a way to count visitors to the bot, even when they don't initiate a conversation. It looks like I may need Predictive Engagement licensing so I am researching that now. 

    The hard thing is the Knowledge add on almost seems to work like a static document with no engagement from the user so it may just be that it is not possible to report users. I hope it is because personally I would use that more than the chat function if I was visiting a bot.



    ------------------------------
    Nicole VanWie
    UC Engineer
    ------------------------------

    Original Message


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