Genesys Cloud – Improve knowledge optimizer feedback insights for knowledge workbench and knowledge fabric

In a future release, Genesys Cloud will improve the Knowledge Optimizer dashboard to help business administrators identify and review knowledge content that receives negative feedback.

The update introduces a feedback-focused experience that presents data relevant to either knowledge workbench or knowledge fabric environments. For knowledge fabric, administrators can review negative feedback that agents provide on answers generated through Agent Copilot.

What’s changing

• View dashboard data tailored to either knowledge workbench or knowledge fabric.
• See article feedback metrics, including positive feedback, negative feedback, comments, and feedback scores.
• For knowledge fabric, review answer generation queries that received negative feedback.
• Access additional query details, including generated answers, sources, touchpoints, and interaction information.
• Use enhanced filtering options to refine dashboard results by touchpoint, knowledge base, and date range.

Why this matters

Finding and resolving knowledge issues can be difficult when feedback is spread across multiple articles and interactions. These updates help business administrators identify where users are encountering problems and focus improvement efforts on the content and queries that need attention.

For knowledge fabric, query-level feedback provides additional context about answer generation performance. Administrators can review the questions that received negative feedback and better understand where knowledge gaps or content issues may exist. This information can help teams make more informed decisions when updating knowledge content and configuring answer generation experiences.