Legal Notices
Knowledge Management Legal Notices
Copyright
All Genesys software is © Copyright Genesys Cloud Services, Inc. All rights reserved.
Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.
All other trademarks are the property of their respective owners.
Third Party Software
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:
- NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
Knowledge Management Product Alerts
Due to Apple API changes, customers who are upgrading from eServices Manager 8.5.302.02 or earlier and have existing Apple Pay structured messages must resave these messages using eServices Manager 8.5.304.10 or later to ensure they are compatible with the latest Apple release.
New in Knowledge Management 8.5.x Releases
The following new features were added in the 8.5.3 release:
Dec. 11, 2018
eServices Manager Plug-in for GAX
- You can now create and edit structured messages that use rich links, which show a preview of a URL that contains an inline image or video. This feature enables customers to view media immediately without having to click a "Tap to Load Preview" message.
- You can now use field codes in the Title text-input field of structured messages for Apple Business Chat.
- The Custom Extension structured message for Apple Business Chat has the following improvements in the Received Message tab:
- You can add an image to the message, along with an Image Title and Image Subtitle.
- You can use field codes in the message.
- You can now render field codes in the Preview tab for the Date Picker and List Picker structured messages for Apple Business Chat.
- For Apple Pay structured messages, eServices Manager now automatically sets the Total Amount Type to final if all items have their Type set to final.
Content Analyzer Plug-in for GAX
- Support for the following operating systems. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
- Red Hat Enterprise Linux 7
- CentOS Linux 7
- Windows Server 2016
Privacy Manager Plug-in for GAX
- Support for the following operating systems. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
- CentOS Linux 7
- Windows Server 2016
Training Server
- Support for the following operating systems. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
- Red Hat Enterprise Linux 7
- CentOS Linux 7
- Windows Server 2016
Oct. 31, 2018
Classification Server
- Support for Windows Server 2016 operating system. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
Sept. 27, 2018
eServices Manager Plug-in for GAX
- Support for additional types of structured messages (previously known as interactive standard responses) that use Facebook Messenger. eServices Manager can read the configuration of media origin types from Configuration Server and the types of structured messages for Facebook Messenger. See the eServices Manager guide for more information.
- Support for the Windows 2016 operating system. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
- Support for GAX 8.5.290.09 and higher.
- ImportantYour environment must have GAX 8.5.290.09 or higher to deploy this release.
March 15, 2018
eServices Manager Plug-in for GAX
- Support for CentOS Linux 7.
- Support for Apple Business Chat interactive responses. Administrators can create or edit the following interactive responses:
- Apple Pay
- Custom Extension (referred to by Apple as Custom Interactive Message or Custom Message Extension)
- Date Picker
- List Picker
Sept. 27, 2017
eServices Manager Plug-in for GAX
- Support for Red Hat Enterprise Linux 7.
- Bulk import standard responses using an Excel file (xls/xlsx).
- Support for additional privileges for role-based access.
- Search for specific standard responses, field codes, and screening rules using various options and criteria.
Privacy Manager Plug-in for GAX
- Support for Red Hat Enterprise Linux 7.
- Privacy Manager now supports additional privileges for role-based access.
- Privacy Manager can now export and import privacy rules and regular expressions.
Classification Server
- Support for Red Hat Enterprise Linux 7 and Oracle Linux 7 coupled with Unbreakable Enterprise Kernel Release 4.
- Classification Server can now classify chat transcripts after the interaction has concluded.
- Classification Server Language Detection now detects the following additional languages:
- Bulgarian
- Czech
- Danish
- Dutch (Netherlands)
- Finnish
- Greek
- Korean
- Norwegian
- Polish
- Romanian
- Slovakian
- Swedish
- Turkish
The following new features were added in the 8.5.2 release:
- This release introduces Content Analyzer Plug-in for Genesys Administrator Extension (GAX). Content Analyzer is an optional component that enables you to create, edit, and test Natural Language models to categorize and respond to messages. It supports Red Hat Enterprise Linux AP 64-bit x86 5 and 6, and Windows Server 2008 and 2012 64 bit Native.
- eServices Manager Plug-in for GAX adds the ability to import and export objects to other eServices Manager applications (useful when lab system configurations are promoted to production) and Knowledge Manager objects (useful in migration).
- Simple and Mutual TLS are now supported by Services Manager Plug-in for GAX and Content Analyzer Plug-in for GAX.
The following new features were added in the 8.5.1 release:
- This release introduces Privacy Manager Plugin for Administrator, a user interface for creating, editing, and testing rules that find and manage sensitive data in interactions.
- eServices Manager Plugin for Administrator adds the ability to copy, cut, and paste Knowledge Management objects (categories, standard responses, screening rules).
- The following platform support is added:
- Knowledge Manager—Windows 2008 64-bit, Windows 8 64-bit, Windows 7 64-bit, Java 1.7 64-bit
- eServices Manager Plugin for Administrator—Java 1.8
- Classification and Training Servers—Java 8
The following new features were added in the 8.5.0 release:
- This release introduces eServices Manager Plugin for Administrator, which deploys as eServices Manager, accessible from the new eServices tile under Configuration Manager in Genesys Administrator Extension. With it you can create and manage categories, standard responses, field codes, and screening rules. eServices Manager supports Java 7, operates without RMI, and supports the use of proxies to connect to UCS and Configuration Server.
-
- This is the first phase of a migration away from the existing Knowledge Manager application and towards a browser-based user interface. This initial release of eServices Manager Plugin for Administrator offers the essential Knowledge Manager functionality mentioned above; additional functions will be added in subsequent releases.
-
- Knowledge Manager, also available in this release, continues to provide the full range of Knowledge Management functionality, albeit using a Windows fat client as in previous releases.
- Associations between screening rules and categories are now shown as folders and subfolders.
- Genesys Content Analyzer adds support of Arabic, German, Italian, Portuguese, Spanish, Turkish.
- Classification Server and Training Server support Windows 2012 64-bit native and UTF-8.
Legal Notices
Knowledge Management Legal Notices
Copyright
All Genesys software is © Copyright Genesys Cloud Services, Inc. All rights reserved.
Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.
All other trademarks are the property of their respective owners.
Third Party Software
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:
- NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
Knowledge Management Product Alerts
Due to Apple API changes, customers who are upgrading from eServices Manager 8.5.302.02 or earlier and have existing Apple Pay structured messages must resave these messages using eServices Manager 8.5.304.10 or later to ensure they are compatible with the latest Apple release.
What's New in Digital Administration for 9.0
March 04, 2022
eServices Manager Plug-in for GAX (9.0.003.07)
- The plugin now allows users to create and edit Standard Responses templates with interactive messages (List Messages and Reply Buttons) for WhatsApp.
October 11, 2021
Training Server (9.0.000.08)
- Support for Microsoft Windows Server 2019 and Microsoft Hyper-V Server 2019.
- Support for Red Hat Enterprise Linux 8.
September 10, 2021
eServices Manager Plug-in for GAX (9.0.003.07)
- Support for Red Hat Enterprise Linux 8.
Content Analyzer Plug-in for GAX (9.0.001.04)
- Support for Red Hat Enterprise Linux 8.
Privacy Manager Plug-in for GAX (9.0.001.06)
- Support for Red Hat Enterprise Linux 8.
December 18, 2020
eServices Manager Plug-in for GAX (9.0.003.03)
- The plugin is updated to ensure compatibility with Genesys Hub Plug-in for Workspace Desktop Edition 9.1.006.17.
May 22, 2020
eServices Manager Plug-in for GAX (9.0.002.05)
- Support for Microsoft Edge Chromium.
- Support for rich message notifications that can contain attachments and buttons.
Training Server (9.0.000.07)
- Support for Oracle OpenJDK 11.
- Support for Platform SDK version 9.0.007.05. Additionally, the supplied log4j2.xml configuration file enables you to review the events that occurred during the server startup.
December 26, 2019
eServices Manager Plug-in for GAX (9.0.001.08)
- Support for Genesys Administrator Extension (GAX) 9.0.100.xx or later.
- Support for Oracle OpenJDK 11.
- Support for the default Language business attribute to be used for Notifications.
Content Analyzer Plug-in for GAX (9.0.001.02)
- Support for Genesys Administrator Extension (GAX) 9.0.100.xx or later.
- Support for Oracle OpenJDK 11.
Privacy Manager Plug-in for GAX (9.0.001.04)
- Support for Genesys Administrator Extension (GAX) 9.0.100.xx or later.
- Support for Oracle OpenJDK 11.
July 26, 2019
Classification Server (9.0.000.02)
- Support for Platform SDK version 9.0.006.01. Additionally, the supplied log4j2.xml configuration file enables you to review the events that occurred during the server startup.
- Support for OpenJDK 11.
March 27, 2019
eServices Manager Plug-in for GAX (9.0.000.09)
- Support for OpenJDK 8.
- You can now create and edit Genesys Chat Notifications (also known as WhatsApp Highly Structured Messages) in standard responses.
- A live preview now appears when editing most structured messages to show you how the message will appear to the customer. You can also click Render Field Codes to render field codes and associated variables, if any, that are used in the message. Variables are rendered with their default value.
- Date Picker is now known as Time Picker.
eServices Digital Administration
eServices Digital Administration is part of the Genesys Engage Digital (eServices) platform.
It includes the following components:
- Content Analyzer Plug-in for GAX—A user interface for managing the configuration of Content Analyzer, which analyzes interaction content to help classify it and improve routing.
- eServices Manager Plug-in for GAX—A user interface for managing the configuration of various aspects of eServices functionality.
- Privacy Manager Plug-in for GAX—A user interface for creating and testing the regular expressions that identify sensitive data that may need to be masked or otherwise managed.
- Classification Server—Executes screening rules to classify incoming interactions. If Content Analyzer is enabled, Classification Server can execute natural-language processing to classify incoming interactions.
- Training Server—Executes training schedules to maintain and update natural-language process classifications.
Important! Knowledge Manager has been retired. It is recommended that you migrate to eServices Manager Plug-in for GAX. If you have questions, contact your account representative.
What's New
| All 9.x products | 9.x Digital Administration Release Notes | ||
|---|---|---|---|
| Product | Component | Latest | Starting |
| Classification Server | |||
| Content Analyzer Plug-in for GAX | |||
| eServices Manager Plug-in for GAX | |||
| Interaction Concentrator | |||
| Privacy Manager Plug-in for GAX | |||
Product Alerts
Release Notes
Documentation
eServices Manager Plug-in for GAX
Use eServices Manager to access the functionality of Genesys Knowledge Management.
Content Analyzer Plug-in for GAX
Use natural language processing technology to classify incoming interactions.
Privacy Manager Plug-in for GAX
Learn about deploying and using Privacy Manager to manage sensitive data.
Configuration Options Reference
Find the latest information on configuration options for selected eServices components.
More Release Information
Content Analyzer Plug-in for GAX 8.5 entered End of Life (EOL) on April 22, 2024. It enters End of Maintenance (EOM) and End of Support (EOS) on on April 30, 2025. If you have questions, contact your account representative.
What's New
Product Alerts
Release Notes
Documentation
eServices Manager Plug-in for GAX
Use eServices Manager to access the functionality of Genesys Knowledge Management.
Content Analyzer Plug-in for GAX
Use natural language processing technology to classify incoming interactions.
Privacy Manager Plug-in for GAX
Learn about deploying and using Privacy Manager to manage sensitive data.
Configuration Options
Find the latest information on configuration options for selected eServices components: