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Genesys Engage Digital (eServices)

Genesys Engage Digital (eServices)

Genesys Knowledge Management User's Guide
Knowledge Management Overview
Knowledge Management User Interface
Introduction to Category Structure
Using Basic Knowledge Manager Objects
Using Categories and Standard Responses
Creating a Category Tree
Creating Standard Responses
Procedure: Creating or Editing a Standard Response
Language and Dictionary Names
Procedure: Filling out the HTML Part Tab
Procedure: Filling out the Additional Tab
The Attachments Tab
The History Tab
Procedure: Searching for a Standard Response
Standard Responses for SMS Gateways
Field Codes
Field Code Variables
Using UCS Data in Standard Responses: System Variables
Custom Variables
Using Your Own Data in Standard Responses
Field Codes in Knowledge Manager
Procedure: Creating Field Codes
Procedure: Inserting Field Codes into a Standard Response
Field Code Anatomy
Operator Precedence
Functions
Field Code Examples
Procedure: Using a Custom Variable
Using a Complex Field Code
Screening Rules
Screening Rule Use
Procedure: Creating a Screening Rule
Testing a Screening Rule
Finding a Screening Rule
Screening Rule Reference
Functions and Arguments
Screening Rule Operators
Pattern Builder
Regular Expressions
Examples of Screening Rules
Screening for Sentiment and Actionability
Importing Knowledge Management Objects
Exporting Knowledge Manager Objects
Knowledge Management Response Times
Knowledge Management Roles
Defining an Access Role
Examples of Knowledge Management Roles
Genesys Knowledge Management: Content Analyzer
Training
Procedure: Creating a New Training Object
Add Outbound Messages
Copying a Training Object
Adding More Text Objects to the Training Object
Creating new e-mails manually
Adding standard responses or other training objects
Adding Uncategorized E-Mails Using TO Data Analyzer
Procedure: Adding e-mails to a category on the Main tab
Search Criteria Tab
Indexing Tab
Example of Using TO Data Analyzer
Schedule Training
Procedure: Schedule training using the Model Options tab
Creating and Testing Filters
Text Preprocessing Examples
Notes on Language
Large Training Objects
Testing Models
Cross-Validation
Testing a Model on a Training Object
Creating Two New Training Objects
Procedure: Extracting Random Text Objects
Procedure: Testing a Model on the Training Object
Procedure: Testing a Model on Composed Text
Testing a Model on Uncategorized Messages
Using and Rating Models
Reading and Understanding the Ratings
Average Results Subtab
Category Confusion Subtab
Results by Category Subtab
Correct in Top N Subtab
Reporting on the Ratings
Design and Use Considerations
Design
When to Train
Applying the Ratings
Language Detection Model
Analyzing Sentiment and Actionability with Content Analyzer
Classifying Chat Transcripts
FAQ Objects
Sample FAQ .jar File
More About FAQ Objects
Procedure: Creating an FAQ Object
Full Category Tree Subtab: Configuring the Category Tree
FAQ Category Tree Subtab: Viewing and Testing
Procedure: Generating an FAQ.jar File
Typical Response Times

Other guides

eServices Social Media Solution Guide
eServices Multitenancy and Load Balancing Guide
eServices Administrator's Guide
eServices Interaction Properties Reference Manual
eServices Field Codes Reference Manual

8.1.4

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eServices Knowledge Management User's Guide

This page was last edited on July 6, 2015, at 18:06.

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