New In This Release
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|Release=9.0
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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'''
[+] '''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.
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