Extracts search queries made against knowledge bases from Genesys, capturing the actual query text users entered along with answered and unanswered counts. This enables reporting on top questions asked, identifying knowledge gaps, and understanding user search behaviour. Data is grouped by search query text for single or all knowledge bases, partitioned by application type. Use this to generate reports on the most searched questions within a date range.
Parameters
No parameters.
Tables Affected
Variables Set
| Variable | Type | Description |
|---|---|---|
| start_date | date/time | The optional start date to gather search queries (will use the latest save point if not specified) |
| end_date | date/time | The optional end date to gather search queries (will use the current date & time if not specified) |
| knowledgebase_id | string | The optional knowledgebase id to gather search queries for (will gather queries for all knowledgebases if not specified) |
| app_types | string | The optional app types to gather queries (will use SupportCenter, MessengerKnowledgeApp, BotFlow, Assistant, SmartAdvisor if not specified) |
Permissions needed
- analytics:knowledgeAggregate:view
- knowledge:knowledgebase:view
Examples
- knowledgebase_feedback()
- knowledgebase_feedback(knowledgebase_id='abc-123')
- knowledgebase_feedback(start_date='2024-01-01', end_date='2024-01-31')