Review knowledge article feedback

Prerequisites
  • Access to Genesys Dialog Engine Bot Flows
  • Knowledge > Feedback > View permission
  • Analytics > Knowledge Aggregate > View permission

      You can capture, view, and analyze positive or negative knowledge feedback that customers provide throughout their interactions, including articles and search results. This information enables you to provide new articles when you identify a need, or improve existing articles by adding phrases and refining content. 

      You can view customer feedback from the knowledge base list, existing articles, or from the Performance > Workspace > Knowledge Performance view. You can also view customer feedback from the Admin > Knowledge > Optimizer view.

      View feedback from the knowledge base list

      The knowledge articles Feedback column shows the percentage of positive and negative feedback submissions that customers send. To view the number of positive and negative submissions, click the feedback percentage.

      1. Click Admin.
      2. Under Knowledge, click Articles.
      3. Click the Knowledge Base list and select the knowledge base that you want to view. 

      Click the image to enlarge. List of knowledge base articles and feedback column

      View feedback from an existing article

      The Feedback section shows the percentage of positive and negative feedback submissions that customers send. To view the number of positive and negative submissions, click the feedback percentage.

      1. Click Admin.
      2. Under Knowledge, click Articles.
      3. Click the Knowledge Base list and select the knowledge base that you want to view. 
      4. Click the appropriate question and answer article.
      5. Under Feedback, view the percentage of positive or negative that customers submit.

      View feedback from the Knowledge Performance dashboard

      The Knowledge Performance dashboard feedback score shows the number of positive and negative submissions received from customers. Click Performance > Workspace > Knowledge Performance tab.

      Click the image to enlarge. Knowledge Performance dashboard

      View feedback from the knowledge optimizer dashboard

      In the knowledge optimizer dashboard view, you can analyze the effectiveness of your knowledge base.

      1. Click Admin.
      2. Under Knowledge, click Optimizer.
      3. Click the Knowledge Bases list and choose the knowledge base that you want to view.
      4. Select the touchpoint that you want to view:
        • All Touchpoints (default)
        • Support Center
        • Messenger App
        • Bot Flow
        • Smart Adviser
      5. To narrow your search to a specific time frame, click the calendar next to Start Date and End Date and select the dates. 

      Click the image to enlarge.

      Knowledge optimizer feedback

      Click an article to open the Article View and see the article details. Then, to make changes or updates to this article, click Edit article.

      The article view displays the following information:

      • The query and answer
      • Article details such as the knowledge base, language, date created, date last modified, author, and status
      • Analytics such as number of positive feedback hits and number of negative feedback hits
      • Other queries that this article answered

      With these details, you can review and determine if you should make changes on articles in the knowledge base.

      Click the image to enlarge.

      Knowledge optimizer article view