Knowledge Performance dashboard


Access to the following menu options:

  • Analytics > Conversation Aggregate > View
  • Analytics > Queue Observation > View
  • Analytics > Dashboard Configurations > Edit  or  Analytics > Dashboard Configurations > View
  • AnalyticsflowObservationView
  • AnalyticsflowAggregateView
  • DirectoryUserView
  • RoutingQueue View
  • RoutingWrap-up CodeView
  • ArchitectflowOutcome > View 
  • ArchitectflowView
  • Workforce Management > Real-Time AdherenceView

    Access the Knowledge Performance dashboard

    Click Performance > Workspace. You can find the knowledge performance dashboard under Other


    If the Knowledge Performance dashboard does not appear in the tabbed view, then add the view:

    1. Click Add. The list of available views appears.
    2. Search for Knowledge Performance, or scroll to Other and select it from the list. 

    Knowledge performance dashboard overview

    The dashboard gives you insights into customer activity.

    Click the image to enlarge.

    Knowledge performance dashboard


    A session is a visit in which a customer interacts with the website to get an answer.

    • The customer asks a question in a widget on the website
    • The customer views an FAQ answer
    • The customer reads an article in your Support Center

    A session can include one or more queries.


    A query represents a customer’s attempt to gather information or perform an action. All follow-up actions around the same information are also queries.

    Example: If it takes a visitor five questions to find the cheapest hotels in the area, those five questions translate to one session and five queries.

    Session self-service

    Session self-service score is the total number of queries with no negative signals divided by the total number of queries.

    Negative signals include the following:

      • Interactions that were not answered
      • Interactions that contain negative feedback


    This score shows the number of positive and negative feedbacks received from the customers.

    Customer effort

    The customer effort provides insight into how your escalation channels are performing. When a customer chooses to continue using chat, email or phone, the customer effort score changes accordingly.

    Feature coming soon

    Genesys Agent Assist dashboard overview

    The Genesys Agent Assist dashboard gives you insights about knowledge base activities.

    Click the image to enlarge.

    Genesys Agent Assist performance dashboard


    A session is a visit in which a customer interacts with the knowledge base to get an answer.

    Total articles presented

    Total number of listed articles based on queries.

    Total articles opened

    Total number of opened articles from the listed articles.

    Total articles copied

    Number of articles copied into customer conversations.


    Number of positive and negative feedbacks.

    Handle time

    This graph depicts the handle time of articles.

    Article usage timeline

    This graph depicts the ratio of sessions and presented, opened and copied articles.