Test queries a knowledge base

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.

After you add and train your knowledge base, you can test queries by simulating a chat message. 

Test a question and answer query

  1. Access the knowledge workbench from the link provided by your administrator. 
  2. Open the knowledge base that contains the language to test.
  3. Click Test Language. A simulated chat box opens.
  4. In the Type message here and press return key box, enter the query that you want to test and press Enter.

The knowledge base displays the question and answer. The answer includes a confidence percentage.

If it does not find an answer, the system returns a message indicating that the query returned empty results.

Set the maximum number of results to display

  1. Access the knowledge workbench from the link provided by your administrator. 
  2. Open the knowledge base that contains the language to test.
  3. Click Test Language.
  4. At the bottom of the testing pane, click the language test settings button.
  5. Enter the maximum number of results to display. The default number is one.

Reset the chat simulation

  • To reset the chat simulation, click the Reset icon: