Installing the Pulse Plugin

The Genesys Knowledge Center Plugin for Pulse provides access to Knowledge Center Server statistics such as KPI, user activity, trending topics, like and dislike trends, and activity types.

Install Genesys Knowledge Center Plugin for Pulse

Components required for Pulse plugin come pre-integrated into every deployment of Genesys Knowledge Center Server. So you do not need any additional steps to install them, please proceed directly to the configuration.

Important

World map widget requires access to the internet to generate a map image. Public map services are used for this purpose. If you would like to limit access to the internet you can remove this widget from the dashboard or use your own generation service (in this case, a compatible tile service provider must be used).

Warning

Since July 11, 2016 Map Quest had changed their terms of the service for tile service they provide. It resulted in an error message displayed instead of the map in the Map widget of dashboard.

To restore the map functionality you need to make the following changes in <server installation folder>/server/plugins/gkc-dashboard/_site/app/panels/bettermap/module.js :
Old code:

L.tileLayer('http://otile1.mqcdn.com/tiles/1.0.0/map/ {z}/{x}/{y}.jpg', {
attribution: '"Data, imagery and map information provided by MapQuest, '+
'OpenStreetMap <http://www.openstreetmap.org/copyright> and contributors, ODbL',

New code:

L.tileLayer('http://a.tile.openstreetmap.org/{z}/{x}/{y}.png', {
attribution: 'Map data © <a href="http://openstreetmap.org">OpenStreetMap</a> contributors, ' +
'<a href="http://creativecommons.org/licenses/by-sa/2.0/">CC-BY-SA</a>',

Configure Genesys Knowledge Center Plugin for Pulse

Start

1. Log into Genesys Administrator.
2. Go to Dashboard > Pulse.

Selecting the Pulse Dashboard options in Genesys Administrator

3. Click Add a Widget.
4. Select the IFrame widget type.

Adding a Pulse iFrame widget

5. Set the name of the widget.

Setting the Pulse widget options

6. Set the widget URL to: http://<host>:<es_port>/_plugin/gkc-kpi/kb/<knowledge_base_id>/lang/<en> (see Knowledge Center Pulse Plugin Configuration Options for more information about parameters).
7. Set the Maximized widget URL. You can set it to the Default Dashboard (http://<host>:<es_port>/_plugin/gkc-dashboard/#/dashboard/file/default.json) or the Performance Dashboard (http://<host>:<es_port>/_plugin/gkc-dashboard/#/dashboard/file/performance.json).
8. Click Finish.

Pulse Dashboard Widget

Pulse Performance Dashboard Widget

You have successfully added a widget for accessing Knowledge Center statistics.

End

Knowledge Center Pulse Plugin Configuration Options

You can customize the KPI widget by adding the bolded parameters to the URL:

http://<host>:<es_port>/_plugin/gkc-kpi/kb/<knowledge_base_id>/lang/<en>?timeframe=<timeframe>

• /kb/<knowledge_base_id>—Set the appropriate knowledge base name
• /lang/<en>—Choose Knowledge Base's Language representation
• timeframe=<timeframe>—Select KPI's timeframe, for example now-1M

Important

Timeframe expression must start with an “anchor” date - now and follow by a math expression starting from - and / (rounding). The units supported are y (year), M (month), w (week), d (day), h (hour), m (minute), and s (second). For example, now-1h, now-1h-1m, now-1h/d.