New In This Release
{{{{{TMPL8}}}
|Release=9.0
|Draft=
The following new features were introduced in the 9.0.003.06 release:
[+] '''Knowledge Center CMS'''
- Knowledge Center CMS is now configured (by default) to hide Universal Contact Center (UCS) entities like Standard Responses, Screening Rules, and others. You can change this by setting the enabled option (found in the Cluster Application in the cms.ucs) section to true.
- Knowledge Center CMS now provides the ability to switch between two approval workflows for documents and categories. For content inside the knowledge base, you can use the Standard approval workflow in four states (Draft, In review, Approved or Rejected), or the Simple approval workflow in two states (Draft and Approved only).
[+] '''Knowledge Center Server'''
Language support:
- Improved natural language processing tools for better precision of queries in Romanian.
- Added natural language processing tools in Croatian.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- This release includes only resolved issues.
|New=
The following new features were introduced in the 9.0.002.09 release:
[+] '''Knowledge Center CMS'''
- The Author and Reviewer roles can now specify whether to inform agents and customers about the recent creation or update of a document. This functionality allows the suppression of notifications for minor changes in documents; thereby highlighting only the documents that deserve attention.
- Knowledge Center CMS now uses AI capabilities to suggest matching categories from the knowledge base that are relevant to the document the author is currently working on. This feature reduces time required to create and manage Knowledge because the author does not have to browse the full category tree and manually select a category.
- Real Application Cluster (RAC) and a Pluggable Database with Oracle 12c R2 are now supported as CMS Storage.
- Security improvement: the product code is now scanned regularly (typically, daily) using industry best practices and tools to mitigate and prevent high-level security vulnerabilities.
[+] '''Knowledge Center Server'''
- Natural Language Support (NLP): Improved natural language processing algorithm for better precision for queries in Finnish.
- Security improvement: The product code is now scanned regularly (typically, daily) using industry best practices and tools in order to mitigate and prevent high-level security vulnerabilities. >
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- Agents are now informed of the presence of private content in knowledge documents. This private (or "Internal only") content is not copied into the customer interaction when an agent sends a document to a customer.
The following new features were introduced in the 9.0.001.04 release:
[+] '''Knowledge Center CMS'''
- One-click document version rollback is now supported. This feature allows you to easily restore a document to one of its previous versions.
- Security:
- An improved Cross-Site Resource Sharing (CORS) filter is now included. This filter allows you to prevent undesired access to your product APIs.
[+] '''Knowledge Center Server'''
- New reporting capabilities:
- Pulse native widgets support: Knowledge Center Server now exposes data endpoints for Genesys Pulse which allows Pulse to display Knowledge center-related widgets within Pulse dashboards.
- Redesigned discovery dashboard: A Kibana node is now embedded into the Knowledge Center Server deployment which provides reporting dashboards.
- Security:
- An improved Cross-Site Resource Sharing (CORS) filter is now included. This filter allows you to prevent undesired access to your product APIs.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- Smart Filters: While searching or browsing the knowledge, agents can now use smart search result filters which help them to get more precise results within the knowledge. These filters are AI-powered to provide the most useful suggestions in a given context.
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.
}}
