Genesys Video

Important

Genesys Video is now available as a restricted offering. You must contact your Genesys representative to see if Genesys Video is suitable for your environment and business needs. The documentation here anticipates a larger rollout of Genesys Video in 2015.

What is Genesys Video?

Add content describing Genesys Video.

Helpful Links

Release Notes

READ release information: New in 8.5 Releases | Readme | Product Alerts

Current documentation set for Genesys Video 9.0

Genesys Video Deployment Guide Use this book to deploy Genesys Video.

Genesys Video Developer's Guide Use this book to customize Genesys Video.

Genesys Video Deployment Guide Use this download to understand the Genesys Video API.

User's Guide

Find information about the CMS and the GKC plugins for Workspace Desktop Edition and Pulse.

[Coming soon.]

Quick Start Guide

Find out how to get Genesys Knowledge Center up and running in no time.

[Coming soon.]

Genesys Knowledge Center 8.5 Release Information

Click below to see New in This Release, Readme, and Product Alerts information for 8.5 releases.

[+] Show release information

New in 8.5.x Releases

[+] New in Release 8.5.2

The following new features were added in the 8.5.2 release:

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 8.5.1

The following new features were added in the 8.5.1 release:

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 8.5.0

The following new features were added in the 8.5.0 release:

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

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

Genesys Knowledge Center 8.5.x Readme

[+] Additional Resources
[+] Read the Legal Notices

Copyright

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 Knowledge Center 8.5.x Product Alerts

The following information applies to Genesys 8.5.x software and is important for you to note.

[+] Show Product Alerts