Copyright
All Genesys software is © Copyright 2015–2018 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.
- This product includes software developed by the Indiana University Extreme! Lab (http://www.extreme.indiana.edu/).
- This product includes software under the W3C Software Notice and License Copyright 1994-2002 World Wide Web Consortium, (Massachusetts Institute of Technology, Institut National de Recherche en Informatique et en Automatique, Keio University). All Rights Reserved. http://www.w3.org/Consortium/Legal/", Include in readme acknowledgements: 'This product includes software developed by the OpenSymphony Group (http://www.opensymphony.com/).
- This product includes LibTIFF software developed by Sam Leffler at Silicon Graphics
- This product includes software developed by Vladimir R. Bossicard as well as other contributors (http://junit-addons.sourceforge.net/).
- This products includes JOTM software from the World Wide Web Consortium and other contributors.
- This product includes software developed by the JDOM Project (http://www.jdom.org/).
- This product includes software developed by the Jaxen Project (http://www.jaxen.org/).
- This product includes software developed by Clinton Begin (http://www.ibatis.com/).
- This product includes Hypersonic SQL.
- This product includes software developed by the Visigoth Software Society (http://www.visigoths.org/).
- This product includes Dom4J developed by the Dom4J Project (http://www.dom4j.org).
- This product includes software developed by Andy Clark.
- This product includes software developed by the Apache Software Foundation (http://www.apache.org/).
- This product includes software developed by the Spring Framework Project (http://www.springframework.org).
- This product includes ANTLR Parser Generator"
- Jquery.localize.js distributed under terms of the MIT license.
- Istack Commons 2.16 is distributed under terms of the Common Development and Distribution License 1.1
- jersey 1.8 is distributed under terms of the Common Development and Distribution License 1.1
- JaxB 2.2.7 RI is distributed under terms of the Common Development and Distribution License 1.1
- Jhighlight 1.0 is distributed under terms of the Common Development and Distribution License 1.1
- Expression Language API 2.2.4 RI is distributed under terms of the Common Development and Distribution License 1.1
- Common Annotations for the JavaTM Platform API 1.2 is distributed under terms of the Common Development and Distribution License 1.1
- Javaassist 1.16.1-GA is distributed under terms of the Apache License Version 2.0 (http://www.apache.org/licenses/LICENSE-2.0)
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 Center 8.5 Product Alerts
- The Genesys Knowledge Center Plugin for Pulse has been discontinued, as of version 8.5.000.19 of the Genesys Knowledge Center software. The Pulse functionality is now incorporated into the Genesys Knowledge Center Plugin for Administrator.
New in Release 8.5.0
- Indexing and Federated Search
- Index knowledge from a variety of data sources and expose them via a single search interface
- Search for knowledge using simple natural language–like sentences
- Search content quickly with an auto-complete feature that provides suggestions as you type your search phrase
- Collects user feedback in order to promote or demote a given knowledge article's relevance for future searches
- Supports keyword search for multiple languages
- Index structure optimized for international content
- Agent Empowerment
- Exposes knowledge seamlessly via a plugin to Workspace Desktop Edition, the app where agents spend most of their time interacting with customers
- Gives agents customer search history so that they know what the customers have searched, reviewed, and ignored online before they escalated to human-assisted service
- Allows agents to search knowledge bases for any content that may not have been exposed to public websites and filter the results based on context and metadata to find the right answer quickly
- Transfer the resulting knowledge to the interaction response with a single click
- Leverage your agent’s subject matter expertise and allow them to contribute content to the knowledge base—administrators can review the content before publishing it for customer consumption
- APIs and Integrations
- Genesys Knowledge Center comes with a rich set of APIs for:
- Session Management
- Knowledge Base Operations
- FAQ Retrieval
- Feedback Management
- Reporting
- Proactively offer Chat or Callback or Call Us (phone number) with the help of Genesys Proactive Engagement, when there is negative feedback or no answer was found
- Easily customizable widgets that can be exposed to the external website and intranet sites are available out-of-the-box
- Genesys Knowledge Center comes with a rich set of APIs for:
- Content Management
- Configure knowledge base structure, custom tags, visibility, and other properties
- Create content with or without rich media attachments
- Predefined approval workflow allows administrators to approve content before publishing
- Administration, Deployment, and Management
- Role-based access for Agents, Administrators, Content Managers and Reporting Users
- Simple and easy-to-use user interfaces for configuration
- Allows you to store data in an external RDBMS system
- Data structure is optimized for international content
- Allows you to export knowledge bases into the default language configured for Knowledge Center Server
- Allows you to configure additional languages for a knowledge base
- A separate metadata file which allows access to the Administrator plugin
- Installation includes pre-integrated Pulse dashboards
- This component must be used with the 8.5.000.20 versions of the other components of Genesys Knowledge Center
- Supported Platforms
- Java 7
- Supported Browsers
- Firefox
- Chrome
- Internet Explorer
- Safari
New in Release 8.5.1
Knowledge Center Plugin for Workspace Desktop Edition
- Workspace Desktop Plugin localization for French, German, Portuguese, Spanish
- Enables agents to:
- work with knowledge bases in multiple languages
- view attachments within found answers
- post comments to documents that don't match their questions, allowing documents to be improved
- Added browsing capability, allowing navigation through the content of knowledge bases
- Added support for formatted content in the documents
- Multiple minor improvements to interfaces around the agent experience for the Workspace Desktop integrations
Improved Language Support
- Content Management System (CMS) support for authoring of content in any language that is UTF-8 compliant
- NLP search available for content authored in French, German, Italian, Portuguese, and Spanish (keyword-based search is already supported for any UTF-8 compliant language.)
Security Improvements
- Mutual TLS (Transport Layer Security) for the Knowledge Center Server and the CMS.
Pulse Reporting Improvements
- Expanded dashboards in Pulse enable deeper dives into knowledge events analysis
- GEO location tracking and reporting of questions/searches based on IP address
- Reporting API: access to data around events such as search, content viewed, content feedback and others
- Keyword clouds
- Role-Based Access Control: When you add qualifying skills to a knowledge base, only agents with those skills may access that knowledge base.
- Ability to secure ElasticSearch API from data modification requests
Integrations
- Configurable web integration with:
- Genesys Email Forms
- Genesys Web Engagement
- Genesys Web Callback
Search Tuning Enhancements
- System can use customer implicit feedback (such as navigation through result provided) to improve search precision over time
- Confidence score: Question and answer matching boosted when a customer opens an answer and keeps answer open for a long period of time
Knowledge Center CMS
- Rich text editing capabilities available for content authoring in CMS
- Ability to setup regular, automatic synchronizations of changed and approved content from CMS to Knowledge Center Server
Other Improvements
- Indexer:
- imports documents with all allowed fields (including custom fields and attachments) from XML files
- applies XSLT transformation to provided XML files to align structure
- Sample UI supports:
- attachment viewing
- rich text document viewing
- comments for negative feedback
New in Release 8.5.2
Knowledge Center Plugin for Workspace Desktop Edition improvements
- Added Favorites, allowing agents to save content that they use frequently.
- Added My Documents, allowing agents the option to view the documents that they authored.
- Added Federated Search, allowing agents the ability to search multiple knowledge bases at the same time.
- Added 5-star rating, allowing agents to provide feedback using a star rating scheme.
- Added feedback via commenting, allowing agents to provide feedback to the system through comments.
- Added Access Controls for Agent Authoring, allowing for agent permissions around authoring drafts on new content to be enabled or disabled.
- Updated the User Interface which now displays tabs for for Ask, Browse, and History on the Workspace plugin.
Knowledge Center Plugin for Administrator improvements
- Added Article Content Type, allowing Authors to create content using the Article content type in addition to the FAQ content type.
Knowledge Center Server improvements
- Added Federated Search, allowing agents the ability to search multiple knowledge bases at the same time.
- Added Channel-specific content, allowing agents to look for content that is specific to a channel (for example, chat or e-mail).
- Added feedback via commenting, allowing agents to provide feedback to the system through comments.
- Added 5-star rating, allowing agents to provide feedback using a star rating scheme.
- Added Health Monitoring where the server exposes a set of key performance metrics which help to monitor the health of the solution.
- Added My Documents, allowing agents the option to view the documents that they authored.
- Added Favorites, allowing agents to save content that they use frequently.
- Added reporting improvements:
- New dashboard to analyze the knowledge loaded into the server has been added.
- New metrics based on 5-star ratings and content usage (client, channel) have been added to existing dashboard.
Knowledge Center CMS improvements
- Added Channel-specific content, allowing agents to look for content that is specific to a channel (for example, chat or e-mail).
- Added feedback via commenting, allowing agents to provide feedback to the system through comments.
- Added 5-star rating, allowing agents to provide feedback using a star rating scheme.
- Enabled embedded images, enhancing authored content.
- Enabled HTML links in authored content.
- Added Article Content Type, allowing Authors to create content using the Article content type in addition to the FAQ content type.
- Added Health Monitoring where the server exposes a set of key performance metrics which help to monitor the health of the solution.
Improved Language Support
- The experience and process around managing languages with documents has been improved.
- Added International Data Support, providing the ability to enter data in non-Latin based languages.
System improvements
- Localization Kits now include Context Information, enabling improved translation and simplifying verification testing by allowing the tester to know where to look for effects of translated content.
- Added login time language selection, enabling the system to determine which localized resources to load at startup time.
- Added the use of Transport Layer Security (TLS) Message Server and Solution Control Server.
New in Release 8.5.3
- Genesys logos are now updated to reflect the new company branding.
- Improved search logic with pre-filled stop word vocabularies for supported NLP languages.
- Improved the Import Knowledge Base experience. Now when importing the knowledge base definition you can modify the knowledge base properties before confirming the operation.
- Added support for document templates which now allows content to be divided into multiple sections and defines whether each section is visible to users, agents, or a specific sub-group of agents.
- Updated support:
- PostgreSQL v9.6 as the storage for CMS
- Google Chrome version 59
- Mozilla Firefox release 54
- Safari 10
- Internet Explorer 11
- Microsoft Edge release 40
- Security improvements:
- CORS filtering is now allowed
- application directory traversal is no longer allowed
- disc encryption is now supported
- Support of Java 8 and higher.
- Support of multi-tenant environments: one Knowledge Center Cluster now serves multiple tenants within your environment.
- New reworked and redesigned user interface aimed to simplify authoring in a multi-language, multi-region environment. Some highlights include:
- Knowledge dashboard with key statistics and recent changes
- Separate workspaces for authoring and administration
- Full-screen design to leverage as much space as possible for authoring tasks
- Notifications to allow you to see any problems with the authored content
- Compare mode while editing documents and categories which allows easy comparison and copying from historical versions of the documents
- Traffic light system of tracking document status
- Support of tree structures for knowledge base categories.
- Support for multiple types of documents within one knowledge base which allows you to keep documents of different types and structures within one knowledge base.
- Unified knowledge base configuration within the CMS application:
- CMS now is able to manage all aspects of the knowledge base configuration
- Configuration is automatically shared with Knowledge Center Server
- Knowledge Center plugin for Genesys Administrator has been discontinued and replaced with CMS
- Automatic environment provisioning when you install the product. This helps you minimize the number of steps required during installation by doing routine configuration updates such as:
- Replicating tenant list from cluster application to the connected node
- Adding definitions of default ports
- Adding language code for English language
- Adding self-service media type
- Genesys Knowledge CMS now supports Oracle 11g as the persistent storage for data.
- Natural language processing capabilities of the Knowledge Center has been improved by the usage of a newer version of the NLP library.
- Knowledge Center now supports basic NLP capabilities for Finish.
- Knowledge Center now supports basic NLP capabilities for Danish.
- Knowledge Center now supports basic NLP capabilities for Norwegian.
- Knowledge Center now supports basic NLP capabilities for Swedish.
- Knowledge Center Plugin has better integration with the Genesys Widgets by automatically retrieving context on customer conversations in chat during deflection attempt. This functionality is supported in Genesys Widgets 8.5.004.17 and later versions.
Note: Default values of language attached data key are different in Genesys Widgets and Knowledge Center plugin for Workspace. This is done to prevent overwriting the "Language" key value that might be set by eServices. Align these values according to your environment setup. - The knowledge base supports regional versions of the same language, for example, US English and Canadian English.
- Supports HTML content, including images and both internal and external links.
- Improved content approval workflow:
- Additional content status values for a more granular status tracking throughout the content management lifecycle (draft, ready for review, approved, rejected).
- Comments can be made during the approval process.
- Usability improvements for agents and customers:
- Spell checking.
- Users can disable commenting and ratings for customers.
- Indicates new and updated content.
- Other usability improvements:
- Search in CMS searches through all document fields.
- Identifies the agent who provided search feedback.
- Sample UI and Widgets: a new More Like This widget.
- Search algorithm improvements for special terms.
- Additional custom fields:
- Boolean and enumerated fields.
- Discontinued support for file storage.
- Custom field filtering.
- Numerous security improvements.
Copyright
All Genesys software is © Copyright 2015-2018 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:
- CK Editor 4.7 is distributed under terms of the MPL License.
- Java(TM) EE 7 Endorsed APIs 7.0 is distributed under terms of the Common Development and Distribution License 1.0.
- JavaMail API 1.6.1 is distributed under terms of the Common Development and Distribution License 1.1.
- JavaMail API is distributed under terms of the Common Development and Distribution License 1.1.
- US Government Notice (Java Activation Framework) If Software is being acquired by or on behalf of the U.S. Government or by a U.S. Government prime contractor or subcontractor (at any tier), then the Government's rights in Software and accompanying documentation will be only as set forth in this Agreement; this is in accordance with 48 CFR 227.7201 through 227.7202-4 (for Department of Defense (DOD) acquisitions) and with 48 CFR 2.101 and 12.212 (for non-DOD acquisitions).
- Product contains Oracle JDBC Driver: "Programs delivered 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 Oracle license agreement. Otherwise, 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 America, Inc., 500 Oracle Parkway, Redwood City, CA 94065.
- Java Transaction API is distributed under terms of the Common Development and Distribution License 1.1.
- Jackson 2.6.3 is distributed under terms of the APL2.
- Javassist 3.16.1-GA is distributed under terms of the APL2.
- JaxB 2.0 RI is distributed under terms of the Common Development and Distribution License 1.0.
- This product includes JCIP Annotations (http://www.jcip.net).
- This product includes ANTLR Parser Generator.
- This product includes software developed by the Apache Software Foundation (http://www.apache.org/).
- Common Annotations for the JavaTM Platform API 1.2 is distributed under terms of the Common Development and Distribution License 1.1.
- Expression Language API 2.2.4 RI is distributed under terms of the Common Development and Distribution License 1.1.
- Istack Commons 2.16 is distributed under terms of the Common Development and Distribution License 1.1.
- This product includes software developed by the Indiana University Extreme! Lab (http://www.extreme.indiana.edu/).
- Javassist 3.20.0-GA is distributed under terms of the APL2 (http://www.apache.org/licenses/LICENSE-2.0).
- JaxB 2.2.7 RI is distributed under terms of the Common Development and Distribution License 1.1
- This product includes software developed by the JDOM Project (http://www.jdom.org/).
- jersey 1.8 is distributed under terms of the Common Development and Distribution License 1.1.
- Jhighlight 1.0 is distributed under terms of the Common Development and Distribution License 1.1.
- Jquery.localize.js distributed under terms of the MIT license.
- This product includes software developed by Andy Clark.
- This product includes software under the W3C Software Notice and License Copyright 1994-2002 World Wide Web Consortium, (Massachusetts Institute of Technology, Institut National de Recherche en Informatique et en Automatique, Keio University). All Rights Reserved. http://www.w3.org/Consortium/Legal/
- This product includes software developed by the OpenSymphony Group (http://www.opensymphony.com/).
- This products includes JOTM software from the World Wide Web Consortium and other contributors.
- This product includes software developed by the Jaxen Project (http://www.jaxen.org/).
- This product includes LibTIFF software developed by Sam Leffler at Silicon Graphics.
- This product includes software developed by Vladimir R. Bossicard as well as other contributors (http://junit-addons.sourceforge.net/).
- This product includes software developed by Clinton Begin (http://www.ibatis.com/).
- This product includes Hypersonic SQL.
- This product includes software developed by the Visigoth Software Society (http://www.visigoths.org/).
- This product includes software developed by the Spring Framework Project (http://www.springframework.org).
- This product includes Dom4J developed by the Dom4J Project (http://www.dom4j.org).
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:
The following new features were introduced in the 9.0.006.29 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.26 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.25 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.22 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.21 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.20 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.19 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.18 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.17 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.16 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.09 release:
[+] '''Knowledge Center CMS'''
- You can now create and restore a backup file (up to 500 MB) of a knowledge base that includes large documents (that is, documents that contain numerous images). Previously, it was problematic to restore the backup of more than 50 MB.
- The From and To options in the Genesys Knowledge Center CMS Date filter are now working as expected in the No Answer and Votes tabs. Previously, it was not possible to select the From and To options.
- Categories are now correctly displayed in a tree format.
- Genesys Knowledge Center CMS is now rendered correctly in Internet Explorer and Microsoft Edge browsers. The page styles are now fixed and the CMS UI is displayed correctly in both of these browsers.
[+] '''Knowledge Center Server'''
- Elasticsearch returns documents as expected during the TOC removal process. Previously, documents containing the html symbol for non-breaking space were not returned by Elasticsearch.
- You can now publish 2K documents from the Genesys Knowledge Center CMS to the Genesys Knowledge Center Server.
- Semi-NLP Analysis was introduced to improve the search quality when NLP produces "no-tokens" against some text and search queries. The search is now equipped to find non-dictionary words such as acronyms, titles and abbreviations. You can now select to work with an external Kibana instead of an embedded Kibana. Note: To run the Genesys Knowledge Center solution the same external Kibana and external Elasticsearch version should be used.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- The text displayed in the Genesys Knowledge Center CMS document editor and the text that appears in the Genesys Knowledge Center Plugin for Workspace Desktop Edition User Interface now looks the same.
- The Search option is now case-insensitive. Previously the Search option was case-sensitive for abbreviations and acronyms.
The following new features were introduced in the 9.0.006.07 release:
[+] '''Knowledge Center CMS'''
This release synchronizes the Genesys Knowledge Center Server libraries with updates to Genesys Knowledge Center CMS and Genesys Knowledge Center Plugin for Workspace Desktop Edition.
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
The Genesys Knowledge Center (GKC) now enables you to enable/disable Proactive Knowledge in the Chat feature associated with the Genesys Knowledge plugin for WDE.
The following new features were introduced in the 9.0.006.05 release:
[+] '''Knowledge Center CMS'''
- When configuring the Star and Expiration dates you can now select a Timezone.
[+] '''Knowledge Center Server'''
- This release synchronizes the Genesys Knowledge Center Server libraries with updates to Genesys Knowledge Center CMS and Genesys Knowledge Center Plugin for Workspace Desktop Edition.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- A proactive search will no longer be invoked for technical messages in a chat session transcript.
The following new features were introduced in the 9.0.006.03 release:
[+] '''Knowledge Center CMS'''
- The use of links within documents has improved. You can now remove an existing document link and create links from one section of a document to another section in the same document. Also, a warning will now appear in the document list and within the document itself if a link is broken (for example, the link is deleted and/or the document is unpublished).
- It is now possible to sort (by query and date) and filter (by originator and media channel) in the No answer view.
- The No Answer view has been improved by enabling you to analyze feedback from a larger pool of information. All No Answer search query results are clustered into topics. The large cluster helps you determine weak spots in your knowledge database.
- To improve navigation with in a document, it is now possible to create a Table of Contents (TOC) at the beginning of the document. The TOC can be used to navigate within the same document to text formatted as a header. In addition, you can now use an Anchor to create a link within the document to a different section within the same document.
[+] '''Knowledge Center Server'''
This release synchronizes the Genesys Knowledge Center Server libraries with updates to Genesys Knowledge Center CMS and Genesys Knowledge Center Plugin for Workspace Desktop Edition.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- To improve navigation within a document, it is now possible to create a Table of Contents (TOC) at the beginning of the document. The TOC can be used to navigate within the same document to text formatted as a header. In addition, you can now use an Anchor to create a link within the document to a different section within the same document.
The following new features were introduced in the 9.0.005.04 release:
[+] '''Knowledge Center CMS'''
- All of the WYSIWYG document editor formatting options now work as expected.
[+] '''Knowledge Center Server'''
This release synchronizes the Genesys Knowledge Center Server libraries with updates to Genesys Knowledge Center CMS and Genesys Knowledge Center Plugin for Workspace Desktop Edition.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- For interactions which only support a plain text conversation, if an agent uses the Copy Content button or the Copy and Paste option for text that includes a hyperlink, that hyperlink from the copied text (that is, from the original document), is added to the document as a string in brackets. Previously, when the Copy Content button or the Copy and Paste option were used the hyperlink was not added to the document in which the text was pasted.
- The Copy Content feature is now available for Chat, Outbound Email interactions, Facebook, Twitter, WhatsApp and SMS messages. Previously, this feature was only available for Chat and Outbound Email interactions.
- The Vote allowed / Vote disabled and 5-star rating allowed / 5-star rating disabled Knowledge Base Configuration options now work as expected.
The following new features were introduced in the 9.0.005.02 release:
[+] '''Knowledge Center CMS'''
- It is now possible to filter using keywords in the list of No Answer historical items.
- It is now possible to sort (by document name and date) and filter (by document name, originator, search query, and type of feedback) the Standard Votes view to re-arrange data as needed.
- Votes view now provides a new visualization that enables you to analyze feedback in an aggregated way, by document name. This means that individual documents can now be expanded to show detailed data on feedback events for that particular document.
- Cross-Knowledge Base document linking now enables you to add references (links) that point to a document in another Knowledge base. This means that Knowledge Managers can access knowledge content not only from the Knowledge Base they are working on, but from any other Knowledge Base configured in the GKC CMS, assuming they have proper access rights.
[+] '''Knowledge Center Server'''
This release synchronizes the Genesys Knowledge Center Server libraries with updates to Genesys Knowledge Center CMS and Genesys Knowledge Center Plugin for Workspace Desktop Edition.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.004.08 release:
[+] '''Knowledge Center CMS'''
- New Status "Published":
- A new status, "Published," is introduced as part of the approval and publishing workflow for knowledge documents in knowledge bases. (GK-7839)
- You can now filter on the list of "Published" documents in the Documents view. (GK-7839)
- New Entity Management Capability:
- CMS now provides ways to define Entities within each Dictionary. Knowledge Managers are now able to create, update, and delete Entities, Values, and associated Synonyms for each value using this new functionality. (GK-7825)
- Improved Template Management:
- Now, when attempting to delete a template that is used in existing documents, the CMS displays a warning message and a list of knowledge bases that use this template in its documents. (GK-7810)
- It is now possible to filter on the list of documents by the custom templates used. (GK-7810)
[+] '''Knowledge Center Server'''
- New Entity Management Capability:
- Knowledge managers can use entities to improve search behavior and results. By defining entities, values within an entity, and synonyms for each value on one or more languages in CMS, you can improve Natural Language Understanding (NLU) and search accuracy to better match the intent of a knowledge query. (GK-7826)
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- This release includes only resolved issues.
The following new features were introduced in the 9.0.003.06 release:
[+] '''Knowledge Center CMS'''
- Knowledge Center CMS is now configured (by default) to hide Universal Contact Center (UCS) entities like Standard Responses, Screening Rules, and others. You can change this by setting the enabled option (found in the Cluster Application in the cms.ucs) section to true.
- Knowledge Center CMS now provides the ability to switch between two approval workflows for documents and categories. For content inside the knowledge base, you can use the Standard approval workflow in four states (Draft, In review, Approved or Rejected), or the Simple approval workflow in two states (Draft and Approved only).
[+] '''Knowledge Center Server'''
Language support:
- Improved natural language processing tools for better precision of queries in Romanian.
- Added natural language processing tools in Croatian.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- This release includes only resolved issues.
The following new features were introduced in the 9.0.002.09 release:
[+] '''Knowledge Center CMS'''
- The Author and Reviewer roles can now specify whether to inform agents and customers about the recent creation or update of a document. This functionality allows the suppression of notifications for minor changes in documents; thereby highlighting only the documents that deserve attention.
- Knowledge Center CMS now uses AI capabilities to suggest matching categories from the knowledge base that are relevant to the document the author is currently working on. This feature reduces time required to create and manage Knowledge because the author does not have to browse the full category tree and manually select a category.
- Real Application Cluster (RAC) and a Pluggable Database with Oracle 12c R2 are now supported as CMS Storage.
- Security improvement: the product code is now scanned regularly (typically, daily) using industry best practices and tools to mitigate and prevent high-level security vulnerabilities.
[+] '''Knowledge Center Server'''
- Natural Language Support (NLP): Improved natural language processing algorithm for better precision for queries in Finnish.
- Security improvement: The product code is now scanned regularly (typically, daily) using industry best practices and tools in order to mitigate and prevent high-level security vulnerabilities. >
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- Agents are now informed of the presence of private content in knowledge documents. This private (or "Internal only") content is not copied into the customer interaction when an agent sends a document to a customer.
The following new features were introduced in the 9.0.001.04 release:
[+] '''Knowledge Center CMS'''
- One-click document version rollback is now supported. This feature allows you to easily restore a document to one of its previous versions.
- Security:
- An improved Cross-Site Resource Sharing (CORS) filter is now included. This filter allows you to prevent undesired access to your product APIs.
[+] '''Knowledge Center Server'''
- New reporting capabilities:
- Pulse native widgets support: Knowledge Center Server now exposes data endpoints for Genesys Pulse which allows Pulse to display Knowledge center-related widgets within Pulse dashboards.
- Redesigned discovery dashboard: A Kibana node is now embedded into the Knowledge Center Server deployment which provides reporting dashboards.
- Security:
- An improved Cross-Site Resource Sharing (CORS) filter is now included. This filter allows you to prevent undesired access to your product APIs.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- Smart Filters: While searching or browsing the knowledge, agents can now use smart search result filters which help them to get more precise results within the knowledge. These filters are AI-powered to provide the most useful suggestions in a given context.
The following new features were introduced in the 9.0.000.15 release:
[+] '''Knowledge Center CMS'''
- When translating from one language to another, Knowledge Center CMS now has the ability to use a translation service from Google, Microsoft, and Yandex to pre-translate a Knowledge entity (such as an Article or FAQ).
- When working in Knowledge Center CMS, users can now get contextual help from docs.genesys.com.
- For every Knowledge entity, the estimated reading time is now provided.
- For every Knowledge entity, the word count is now provided.
- Knowledge Center CMS now provides separate security settings for Authors and Users.
- Support for Windows Server 2016 operating system. See the Genesys Knowledge Center page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
- Support for the following databases. See the Genesys Knowledge Center page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported databases.
- MS SQL 2016
- Oracle 12c R2
[+] '''Knowledge Center Server'''
- For every knowledge entity (such as an Article or FAQ), the estimated reading time is now provided.
- For every knowledge entity, the word count is now provided.
- Support for Windows Server 2016 operating system. See the Genesys Knowledge Center page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- During a Chat session, Knowledge Center now proactively notifies the agent when knowledge is available that is relevant to the customer's messages or responses.
- Ability to restrict the Knowledge Base (KB) search for Agents to only the relevant KB(s) and exclude results from Public KBs.
- During a Chat session, agents can now send a link to the knowledge entity (such as an Article or FAQ) which the customer can click to view the knowledge entity inside the Chat widget.
- For every knowledge entity, the estimated reading time is now provided.
- For every knowledge entity, the word count is now provided.
- Agents who have logged into Genesys Workspace are now able to access knowledge when not handling an interaction.
}}
Genesys Knowledge Center
Genesys Knowledge Center allows you to make the best use of your enterprise knowledge by capturing, storing, and distributing it wherever it is needed.
Genesys Knowledge Center entered End of Life (EOL) on September 30, 2023. It enters End of Maintenance on September 30, 2024 and reaches End of Support on September 30, 2025. If you have questions, contact your account representative.
What's New
Genesys Knowledge Center is part of 9.x, which can include component releases from 9.1.x, 9.0.x, and 8.5.x code streams. Use the table below to check which component releases are part of 9.x.
| All 9.x products | 9.x Genesys Knowledge Center Release Notes | ||
|---|---|---|---|
| Product | Component | Latest | Starting |
| Genesys Knowledge Center Plugin for Workspace Desktop Edition | |||
| Genesys Knowledge Center Server | |||
| Recording Processor Script | |||
Documentation
Deployment Guide
Use this book to deploy Genesys Knowledge Center.
Developer's Guide
Use this book to customize Genesys Knowledge Center.
API Reference
Use this book to understand the Genesys Knowledge Center APIs.
Knowledge Center Help
Find information about the CMS and the GKC plugins for Workspace Desktop Edition and Pulse.
Quick Start Guide
Find out how to get Genesys Knowledge Center up and running in no time.
Migration Guide
Use this book to migrate Genesys Knowledge Center.
More Release Information
Genesys Knowledge Center Videos
Genesys Knowledge Center: Using Proactive Knowledge Suggestions
Genesys Knowledge Center: Translating Knowledge Documents and Categories
What's New
Release Notes
Documentation
Deployment Guide
Use this book to deploy Genesys Knowledge Center.
Developer's Guide
Use this book to customize Genesys Knowledge Center.
API Reference
Use this book to understand the Genesys Knowledge Center APIs.
Knowledge Center Help
Find information about the CMS and the GKC plugins for Workspace Desktop Edition and Pulse.
Quick Start Guide
Find out how to get Genesys Knowledge Center up and running in no time.
Migration Guide
Use this book to migrate Genesys Knowledge Center.
International Release Notes
More Release Information
Genesys Knowledge Center Videos
Below are some helpful videos outlining the updates to Genesys Knowledge Center 8.5.x.
Videos for Genesys Knowledge Center 8.5.3
[+] Click here to view videos for Genesys Knowledge Center 8.5.3Genesys Knowledge Center: Improved user experience within CMS
Genesys Knowledge Center self-service capabilities within Genesys Widgets
Videos for Genesys Knowledge Center 8.5.2
[+] Click here to view videos for Genesys Knowledge Center 8.5.2New Features of the Genesys Knowledge Center CMS
New Features of the Knowledge Center Plugin for Genesys Administrator Extension
New Features of the Genesys Knowledge Center Plugin for Workspace Desktop Edition
Videos for Genesys Knowledge Center 8.5.1
[+] Click here to view videos for Genesys Knowledge Center 8.5.1New Features of the Genesys Knowledge Center CMS
New Features of the Knowledge Center Plugin for Genesys Administrator Extension
New Features of the Genesys Knowledge Center Plugin for Workspace Desktop Edition
Features of the Knowledge Widget
Web Chat Deflection