Tenant Configurations
The article describes the various configurations available in Luma Knowledge that allow an administrator to customize how information is processed and presented to the end-user. These are tenant-level configurations that govern Curation, Search, Feedback, and other features in the system. These configurations should be set diligently as these configurations determine Dashboard Metrics calculations and values, Search Widget, Number of Artifacts to be displayed.
Navigate to Tenant → Configuration to view the following Configuration available for your tenant:
Feedback
Luma Knowledge captures Feedback from end-users is captured to improve Knowledge from time to time. Feedback configuration parameters facilitate setting up a conversation between the Luma Knowledge system and the end-user during the feedback process, time intervals to check up ineffective or obsolete artifacts to improve artifacts' efficacy. These parameters will also determine Dashboard metrics such as Feedback Response Rate, Volume, and Accuracy, User request insights. The following parameters are set up in Luma Knowledge to obtain feedback. Default values are given below, and you can set up values based on your needs. For example, Time Interval to check Negative Feedback for Artifact has been set to 360 days, and in case you want to monitor Artifact feedback more closely, the desired value can be set.
Item | Description | Default value |
|---|---|---|
Artifact Feedback Question (Main) | The feedback question to be presented to the end-user to check if the artifact was useful. | Did the artifact answer the user’s question/problem (Yes or No)? |
Artifact feedback first follow-up question | The first follow-up feedback question for the end-user after the user selects the feedback as not useful. | Did the artifact’s topic match the original knowledge request (Yes or No)? |
Artifact feedback second followup question | The second follow-up feedback question for the end-user after the user selects the feedback is not useful. | Was the artifact understandable (Yes or No)? |
Time Interval to check Obsolete Artifacts | Time interval (in days) to check for obsolete artifacts. | 180 |
Time Interval to check Negative Feedback for Artifact | Time interval (in days) to check for ineffective artifacts. | 180 |
Negative Feedback Count Threshold for Ineffective Artifacts | The minimum number of negative feedbacks to consider an artifact as ineffective. | 5 |
Time Interval to check for Ineffective Best Responses | Time interval (in days) to check for ineffective best responses. | 180 |
Feedback Count Threshold for Similar Ineffective Best Responses | The minimum number of Best Responses with negative feedback required for ineffective Best Response analysis. | 5 |
Feedback response rate | Feedback response rate target for a channel | 75 |
Search
Search configuration parameters determine the Search widget structure, the way Artifacts are to be displayed for a search query. Here you can set up the number of decision levels and topics per decision level to be displayed for search results.
Item | Description | Default value |
|---|---|---|
Maximum Topics per Decision Level | The maximum number of topics allowed per decision level. | 12 |
Score Range Percentage | The percentage of the Highest Score to determine the lowest eligible score for search results. Any document with a score lesser than the lowest eligible score will be discarded from Best Response. | 60 |
Maximum Artifacts/Documents per Topic | A maximum number of artifacts are allowed per topic. | 10 |
Maximum Artifacts per Query
| Maximum number of catalogs to be returned for a search query. | 30 |
Maximum Catalogs per Query | A maximum number of artifacts are allowed per topic. | 30 |
Minimum Catalogs for guided result
| Minimum number of catalogs required to show guided navigation | 10 |
Upper Confidence Score Threshold value for LOW Confidence level | Upper threshold value (inclusive) of confidence score for Confidence level LOW. Any search result having confidence score value between 0 and best.response.confidence.band.low.upper.threshold (inclusive), will be considered having Confidence level as LOW | 0.5 |
Upper Confidence Score Threshold value for MODERATE Confidence level | Upper threshold value (inclusive) of confidence score for Confidence level MODERATE. Any search result having confidence score value between best.response.confidence.band.low.upper.threshold (exclusive) and best.response.confidence.band.moderate.upper.threshold (inclusive), will be considered having Confidence level as MODERATE | 0.75 |
Enable curators to search in latest artifacts | The flag enables the curators to view and search the latest artifacts (in the Draft state) from integrated applications like Luma Virtual Agent, ISM. | No |
Exclude Articles/Catalogs with Low confidence from search results | The configuration enables the curator to exclude Artifacts with Low Confidence level from the search results. Only the Artifacts with High and Medium confidence levels are presented to the user. | No |
Exclude Articles/Catalogs with Moderate confidence from search results | The configuration enables the curator to exclude Artifacts with Low and Medium Confidence levels from the search results. Only the Artifacts with High confidence level are presented to the user. | No |
Confidence score weightage calculation | The configuration is used to determine the confidence score weightage calculation. With 'Static', the confidence score weightage assigned to each Metadata Type is fixed and the Artifacts Confidence score is evaluated accordingly. 'Dynamic' means the weightage is assigned based on Ontology generated from the User phrase. | Static |
Artifacts
Here you can define the maximum allowed size for files, and multimedia attachments. Average Cost per Ticket is an important configuration parameter that determines dashboard metrics such as return on Investment (RoI) for a Channel, Results Summary.
Item | Description | Default value |
|---|---|---|
Average Cost per Ticket (in USD) | The average cost of a ticket for the organization which is either deflected by LUMA Knowledge or created due to the unavailability of knowledge. | 1 |
Multimedia Size Max Limit | Maximum allowed size for a multimedia attachment. | 5 |
Create artifact minor version | Flag to create minor versions of an artifact upon each update. Set to True or False. | False |
Attachment Size Max Limit for docx format | Maximum upload size (in MB) for a word document (.docx format). | 3 |
Attachment Size Max Limit for pdf format | Maximum upload size (in MB) for PDF file (.pdf format). | 3 |
Attachment Size Max Limit for txt format | Maximum upload size (in MB) for text file (.txt format). | 3 |
Attachment Size Max Limit for xlsx format | Maximum upload size (in MB) for the excel spreadsheet (.xlsx format). | 3 |
Default Artifact state on curation | Indicates the Artifact state when it created in Luma Knowledge. Based on the selected configuration and identified metadata, a new artifact can either remain as draft or bypass the manual review process to get directly Published. Following are available options:
| Publish if basic metadata available |
Enable Artifact QnA Generation | The configuration is used to enable or disable QnA Generation Service for the tenant. The QnA Service generates QnA pairs from the document. Note: If disabled (set to No), the Create artifact → Documents option (to create artifact from a document) is not available to the curator. | Yes |
General
Here you can set up the general configurations for your tenant.
Item | Description | Default value |
|---|---|---|
Time zone | Time zone for the tenant. | GMT |
Download Format | By selecting option, files will be downloaded in appropriate format | Excel |
Auto Generate Synonyms (Vocabulary) | Enable the configuration to generate synonyms (vocabulary) from metadata automatically. | No |
Scheduler
This section contains the scheduler configurations for your tenant.
Item | Description | Default value |
|---|---|---|
Posterior Probability Feedback Threshold | Minimum number of feedbacks since the last calculation required to re-calculate the posterior probability. Note: Posterior Probability is used to arrange and align Topics in the result set so that the most relevant artifact is quickly accessible to the end-user. | 500 |
Bulk Import
This section contains the configurations required for the Artifact Bulk Import.
Item | Description | Default value |
|---|---|---|
Bulk Import allowed file size | The maximum upload size (in MB) for zip file for bulk import | 30 |
Maximum No.of files allowed | Maximum number of documents that can be imported in a single bulk import | 50 |
Allowed file types | These are the allowed file types allowed in bulk import | .docx, .pdf, .xlsx |
Attachment Size Max Limit for docx format | Maximum upload size (in MB) for a word document (.docx format). | 2 |
Attachment Size Max Limit for pdf format | Maximum upload size (in MB) for PDF file (.pdf format). | 2 |
Attachment Size Max Limit for xlsx format | Maximum upload size (in MB) for the excel spreadsheet (.xlsx format). | 2 |
Use Mini Artifact for failed artifacts during import | This indicates that Mini Artifact template should be used as fallback option to reprocess any document that fails during bulk import because of template validation. | False |
Skip topic generation | This indicates that the automatic topic generation from the document name, Summary and other Ontology fields during Artifact creation should be skipped. | False |
Language Model
This section contains the Language Model configurations for your tenant. Here you enable or disable Open AI features for your tenant.
Item | Description | Default value |
|---|---|---|
Enable Open AI | Activate Open AI for your tenant to leverage advanced language models to effectively manage your knowledge base and conduct more efficient searches. | No |
Open AI features | Enable the required Open AI functionalities for your tenant. Ensure that Open AI is already enabled for your tenant. |
|
To update your tenant configurations:
Locate the tenant configuration.
Update the value.
Click Save.