You can configure Workspace Web Edition to have the ability to edit the case and interaction information that is attached to an interaction. You can specify which key-value pairs are editable by an agent by adding a new section called interaction-workspace to the attribute of the key-value pair in Genesys Administrator, and then defining its properties. When you define the properties of an attribute in a Business Attribute, you can also specify whether it has the property readonly or not. Attributes that are not readonly can be edited by agents.
An agent can only edit case information key-value pairs of those attributes that are displayed to the agent. The table Editing Case Information lists the case information business-attribute keys that can be configured to be editable. For each key-value pair attribute, add a new section named interaction-workspace, then define the options according to the type (Boolean, string, integer, list, float, and date) of the attribute.
Editing Case Information
Attribute type
Option
Valid Values
Default Value
Description
Boolean
display-type
bool
bool (for this type)
read-only
true, false
true
Specifies whether this key name can be modified
mandatory
true, false
true
Specifies whether this key name is mandatory
bool.default-value
bool.false-value
false
Value accepted for false
bool.true-value
true
Value accepted for true
string
display-type
string
string (for this type)
read-only
true, false
true
Specifies whether this key name can be modified
mandatory
true, false
true
Specifies whether this key name is mandatory
string.default-value
string.max-length
0 to Max Length
255
Maximum number of characters that are accepted for this option
integer
display-type
int
int (for this type)
read-only
true, false
true
Specifies whether this key name can be modified
mandatory
true, false
true
Specifies whether this key name is mandatory
string.default-value
int.min-value
integer
0
Minimum value accepted
int.max-value
integer
9007199254740992
Maximum value accepted
int.storage-type
in or string
string
Type storage of the value
enum
display-type
enum
enum (for this type)
read-only
true, false
true
Specifies whether this key name can be modified
mandatory
true, false
true
Specifies whether this key name is mandatory
enum.default-value
enum.business-attribute
(link to business attributes)
(none)
Link to a business attribute that defines the enum value. Items in this list are sorted alphabetically.
The display is based on the local from the browser.
read-only
true, false
true
Specifies whether this key name can be modified
mandatory
true, false
true
Specifies whether this key name is mandatory
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Genesys Knowledge Center
What is Genesys Knowledge Center?
Genesys Knowledge Center allows you to make the best use of your enterprise knowledge by capturing, storing, and distributing it wherever it is needed.
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.
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
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
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 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
The Genesys Knowledge Center Plugin for Pulse has been discontinued, as of version 8.5.000.19 of the Genesys Knowledge Center software. The Pulse functionality is now incorporated into the Genesys Knowledge Center Plugin for Administrator.
Genesys Knowledge Center Videos
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