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, Genesys Cloud CX 4, 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. 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.

  1. Click Admin.
  2. Under Message, click Messenger Configurations.
  3. Click Menu > Digital and Telephony > Message > Messenger Configurations.
  4. From the configuration list, select the configuration. The Messenger Configuration page opens.
  5. Click the Knowledge portal tab.
  6. Under Components, toggle Top Viewed Articles to On.
    Enable the display of top viewed articles