New in this Release

This is the 8.5.1 release of Genesys Knowledge Server. Here are the latest and greatest features:

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