Display top viewed articles in the knowledge portal

Prerequisites

Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience license

The following permissions:

Architect > Flow > Add
Architect > Flow > Edit
Architect > Flow > View
Routing > Message > Manage
Routing > Queue > Add, Delete, Join, and View
Web Deployments > Configurations > All
Web Deployments > Deployments > All
An active knowledge portal

You display the top viewed articles of the knowledge portal.

Click Admin.
Under Message, click Messenger Configurations.
From the configuration list, select the support center. The Messenger Configuration page opens.
Click the Knowledge portal tab.
Under Components, toggle Top Viewed Articles to On.
When the Top Viewed Articles option is on, the knowledge portal displays the six top viewed articles in an FAQ box.

Note: Administrators do not control which articles appear in the FAQ box. The displayed articles depend on the number of views they have.

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.