Genesys Cloud - Main

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 customers view across all knowledge touchpoints. Previously, the event that drove top viewed articles was based on "nKnowledgeDocumentSurfaced", which related to the search hits.

Release Notes: https://help.mypurecloud.com/releasenote/may-27-2024

#TAMStudios #knowledgebase #FeatureReview #KnowledgeOptimizer #Reporting/Analytics #Knowledge

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