Reporting on Knowledge Base FAQs and Documents

Analytics and Reporting
1

Hi there-

I'm looking for a way to report on Surfaced, Positive and Negative for Knowledge Base items (see attached image). So far, I haven't found a way through Genesys itself nor the API. Does anyone know of a way to do this?

image

2

Hello,

I am not that familiar with the Knowledge Base use - but I assume/understand that the screenshot you are showing is a part of the a Knowledge Base page (as displayed in Knowledge Workbench).

If yes, checking the API requests which are made when a knowledge base is selected (through my Chrome Developer Tools - Network console), I think that the Surfaced/Positive/Negative numbers are retrieved using the following API endpoint: POST /api/v2/analytics/knowledge/aggregates/query

This API endpoint is still in Preview - which means that you can try/use it (when an API endpoint is in preview, it is not included yet in the SDK or in the API Developer Tools - but you can invoke it via code or Data Action providing the full url/path) but the restrictions displayed at the top of the Preview APIs page apply:
Limited Access and Breaking Changes
The API resources on this page are available in a limited capacity as a preview of resources that are intended to be released publicly at some point in the future. Access to these resources is often restricted by feature toggles enabled on a per-org basis. These resources are subject to both breaking and non-breaking changes at any time without notice. This includes, but is not limited to, changing resource names, paths, contracts, documentation, and removing resources entirely.

The request body for this API endpoint, used in the Knowledge Workbench looks like this:

{
    "interval": "2021-01-29T15:26:31/2021-11-26T09:22:57",
    "metrics": [
        "nKnowledgeDocumentSurfaced",
        "nKnowledgeSearchFeedback"
    ],
    "groupBy": [
        "knowledgeBaseId",
        "knowledgeBaseDocumentId",
        "feedbackRatingValue"
    ],
    "filter": {
        "type": "and",
        "clauses": [
            {
                "type": "and",
                "predicates": [
                    {
                        "dimension": "knowledgeBaseId",
                        "value": "ID of your Knowledge Base"
                    }
                ]
            },
            {
                "type": "or",
                "predicates": [
                    {
                        "dimension": "knowledgeBaseDocumentId",
                        "value": "Id of the Document 1 in this knowledge base"
                    },
                    {
                        "dimension": "knowledgeBaseDocumentId",
                        "value": "Id of the Document 2 in this knowledge base"
                    },
                    {
                        "dimension": "knowledgeBaseDocumentId",
                        "value": "Id of the Document 3 in this knowledge base"
                    }
                ]
            }
        ]
    }
}

Regards,

3

Thank you @Jerome.Saint-Marc . I'll take a look at this. I think it's just what I was looking for.

4