Reports Articles

How can I report that I found personal data?

Digital DX AI has a built-in mechanism to replace personal data with asterisks in user searches, but sometimes you may still find personal data in Search Optimizer, on the Dashboard or in Reporting.

In the AI Console, users with view permission for Analytics have the option to mark user queries that contain personal data so that they can be removed. You have modify permission for Analytics? Follow these steps to obscure and remove the data.

  1. Go to Analytics > Reports.
  2. Run a report that contains the Query field.
  3. Find the query that contains sensitive data and choose (Personal Informaition in Query).
The icon turns red and the value of the Holds PII column changes to True for the query.

How can I measure my customers' satisfaction from articles?

To get estimations on the quality of your articles or a single article, you can create a report. The report will show the number of likes compared to total likes and dislikes of the article.

To create the report, do the following:

  1. In the Bold360 AI platform, go to Analytics > Reports and choose the following values:
    1. Under Fields category, select: Knowledge base, Article ID, Date & Time, Article Title, #Positive FB, Negative FB, #Interactions.
    2. Under Group by category, select: Knowledge base, Article ID.
  2. Choose the time period you would like to view.
  3. Click Run.

Results are sorted by Knowledge base.

To view more details, click on the arrow next to the Article ID.

How can I generate my own reports in Bold360 AI?

Bold360 AI allows you to easily create your own custom reports to retrieve data regarding the traffic in Bold360 AI. You can select a wide range of fields to show in the report, grouped them, filter them by a certain criteria and more. To generate your own reports in Bold360 AI, do the following:

  1. In the AI Console, go to Analytics > Reports.
  2. On Fields tab, select the fields that you want to include in your report. Move your mouse over a field to see more information.
    Note: You can select up to 15 fields for one report.
  3. On the Grouped by tab, select fields that will group your report data. For example if URL is chosen, the report will show you information grouped by URL.
    Note: You can select up to two fields to group your data.
  4. On the Filter by tab, select specific values to filter the attributes in the report.

    For example, if the report retrieves data regarding "Channeled type" in the filter tab, you can select to filter the "Channeled type" to show only a specific type of channel, such as "Chat".

  5. On the Sort by tab, select the sorting order of the report fields.
  6. Once all the attributes in the report are set, select the date range for the report and click Run to generate the report.

The report is displayed on the same page, and you can download it as a CSV file. The downloaded file contains a detailed report. If you want the summary view as presented on the screen, select Export view to CSV.

Note: Data in the reports is generated in UTC time zone.

To save the report for future use, click Save and define the name of the report.

How to run reports on article labels

In the definition of Reports, on the Filter by tab, labels are presented under their respective knowledge base. This simplifies label selection when labels are named similarly across knowledge bases.

How to understand origin of queries

When selecting report fields, you can include the Domain and Full URL fields to report on the origin of particular queries.

How to generate a report on interface sources?

A report on interface sources tell you where your customers receive answers from.

To run an interface source report, do the following:

  1. In the AI Console, go to Analytics > Reports.
  2. On the Fields tab, select Interface as Source.
  3. Select any other fields that you want to include in the report.
  4. On the Group by tab, select Interface so that your results are grouped by interface sources in the report.
  5. Run the report.

The interface report groups interfaces into the following categories:

  • FAQ: interactions in the FAQ section of a support center or an on-journey widget
  • Search: interactions, where the customer used search without auto-complete
  • Auto-Complete: interactions where the customer used search, and selected one of the proposed answers instead of pressing Enter
  • Support center: interactions in the navigation area of the support center. This excludes interactions in the search widget of the support center.
  • Linked Article: interactions where the customer clicked on a linked to read another article
  • API: interactions that were served directly via an API rather than a Bold360 AI touchpoint
  • Onload: interactions where a welcome message was displayed first
  • Bot: interactions that were served on the bot through search or auto-complete
  • Guidance: not in use

What are answered sessions?

By Widget

User queries for which an answer was presented or selected and for which the user did not select a channel option (email or chat, for example).

  • If the user is shown an automatic answer but then remains idle for approximately 45 seconds and then escalates, the session remains unanswered.
  • If the user asks variations of the same question (for example "What", "What is", "What is Bold360 AI?") an answered session is counted only if "What is Bold360 AI" has answers.
  • If the user asks a question and deletes it (for example, "What is Bold360 AI?", "What is") answered-sessions will be counted only if "What is" has answers.
  • For widgets using the Slim skin: The session counts as answered if the user chooses any of multiple articles received in response to their query. If the user does not select any article within three minutes (that is, they do not expand any article), the session is considered unresolved.
  • When FAQ widget is in use and the user expands a FAQ item, the session is counted as answered.
  • If the user does not use the widget for approximately 45 seconds, activity is counted as a new session.
By Chat (escalated via channeling)

A session is answered when the chat agent answers the incoming request.

The following scenarios do not influence the number of Answered sessions:

  • Ticket closed without answering
  • Correspondence in the ticket/email
  • Resume to chat
  • Using Bold360 AI suggestions during chat
By Email
  • An agent answers a ticket via email
  • An agent answers a ticket using the Bold360 AI inbox
  • Answering to a forwarded Bold360 AI ticket outside the Bold360 AI ticketing system (e.g. using personal email client)

What makes a query "Unresolved"?

Customer queries for which no answer was presented or selected, negative feedback was provided, or which the customer escalated to a channel (email or chat, for example) are referred to as unresolved or unanswered.

To help understand why a query is marked as unresolved, generate a report using the Unresolved Reason field, as follows:

  1. Go to Analytics > Reports.
  2. On the Fields tab under Resolution, select the following fields: Resolved, Unresolved Reason, Expanded.
  3. Select additional fields as necessary. Suggested additional field are the following:
    • Time > Date & Time
    • Content > Query
    • Content > Article Title
    • Count > #Negative FB
  4. Run the report.

Values of Unresolved Reason:

  • Not expanded: The user did not select any of the answers presented.
  • Negative Feedback: The user selected an answer and then responded with negative feedback.
  • Channeled: The user chose a channel option (email or chat, for example).
  • No Result: No answers were presented to the user.

Values of Expanded:

  • Yes: The user selected an answer to view, including cases when only one answer was presented and automatically expanded. (For those instances when a user was presented multiple options, the report contains only the Article Title of the first article shown to the customer. The report cannot tell you which article the user actually selected.)
  • No: The user did not select any of the answers presented.
  • No Data: No data was collected because either the widget was not slim or it was Conversational or Mobile SDK.

Where can I see an article's feedback?

You can find customer feedback at several places in Bold360 AI. For information on gathering customer feedback, see this article.

Dashboard > Feedback tab
On the Dashboard > Feedback tab you can see voices with negative and positive feedback.
On the Analytics > Reports page, run a report with Query, Feedback Type, and Feedback Reason selected to see all customer feedback.
You can also use the following API call to automatically generate the same information as you see in the Reports menu: Reports


Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (* will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.