Approve or reject knowledge feedback

Genesys no longer offers the original knowledge workbench version. Customers can continue to use an existing original knowledge workbench installation; however, Genesys encourages existing knowledge workbench customers to migrate to knowledge workbench V2. For more information, see About the knowledge workbench V2.

You can review and approve or reject positive or negative customer from a customer.

  • Approve positive feedback to confirm that the customer feedback is correct. The approval results in a positive reinforcement for the knowledge models.When you approve feedback, the model that initially answered the questions incorrectly gives better answers for the same questions. The questions that the model initially answered correctly receive a higher confidence level.
  • Approve approve negative feedback to confirm that the negative feedback should be used for the algorithms to learn, and not to surface the knowledge answer for queries that are similar to the customer’s specific utterance.
  • Reject positive or negative feedback to ensure that the utterance is not used for the knowledge base model.

This process ensures that only relevant feedback applies to the continuous learning performance of your knowledge bases. Approved feedback improves search responses that the knowledge base returns to customers.

Note: You can only retrieve feedback from the last 10 days.

Approve knowledge feedback

  1. Access the Knowledge Workbench from the link provided by your administrator. 
  2. Click the Feedback tab. 
  3. (Optional) to filter by a specific knowledge base, click Select Knowledgebase and select it from the list.
  4. Enable the check box next to the utterance or utterances whose feedback you want to approve.
  5. Click Approve Feedback. The Approve Feedback dialog box appears, and asks if you want to approve the number of feedback responses.
  6. Click Approve.

Reject knowledge feedback

  1. Access the Knowledge Workbench from the link provided by your administrator. 
  2. Click the Feedback tab. 
  3. (Optional) to filter by a specific knowledge base, click Select Knowledgebase and select it from the list.
  4. Enable the check box next to the utterance or utterances whose feedback you want to approve.
  5. Click Reject Feedback. The Approve Feedback dialog box appears, and asks if you want to reject the number of feedback responses.
  6. Click Reject.