New In This Release
{{{{{TMPL8}}}
|Release=9.0
|Draft=
The following new features were introduced in the 9.0.00X.0X release:
[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.26 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.25 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.22 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.21 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.20 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.19 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.18 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.17 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center CMS'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.16 release:
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.006.09 release:
[+] '''Knowledge Center CMS'''
- You can now create and restore a backup file (up to 500 MB) of a knowledge base that includes large documents (that is, documents that contain numerous images). Previously, it was problematic to restore the backup of more than 50 MB.
- The From and To options in the Genesys Knowledge Center CMS Date filter are now working as expected in the No Answer and Votes tabs. Previously, it was not possible to select the From and To options.
- Categories are now correctly displayed in a tree format.
- Genesys Knowledge Center CMS is now rendered correctly in Internet Explorer and Microsoft Edge browsers. The page styles are now fixed and the CMS UI is displayed correctly in both of these browsers.
[+] '''Knowledge Center Server'''
- Elasticsearch returns documents as expected during the TOC removal process. Previously, documents containing the html symbol for non-breaking space were not returned by Elasticsearch.
- You can now publish 2K documents from the Genesys Knowledge Center CMS to the Genesys Knowledge Center Server.
- Semi-NLP Analysis was introduced to improve the search quality when NLP produces "no-tokens" against some text and search queries. The search is now equipped to find non-dictionary words such as acronyms, titles and abbreviations. You can now select to work with an external Kibana instead of an embedded Kibana. Note: To run the Genesys Knowledge Center solution the same external Kibana and external Elasticsearch version should be used.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- The text displayed in the Genesys Knowledge Center CMS document editor and the text that appears in the Genesys Knowledge Center Plugin for Workspace Desktop Edition User Interface now looks the same.
- The Search option is now case-insensitive. Previously the Search option was case-sensitive for abbreviations and acronyms.
The following new features were introduced in the 9.0.006.07 release:
[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
This release includes only resolved issues.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
The Genesys Knowledge Center (GKC) now enables you to enable/disable Proactive Knowledge in the Chat feature associated with the Genesys Knowledge plugin for WDE.
The following new features were introduced in the 9.0.006.05 release:
[+] '''Knowledge Center CMS'''
- When configuring the Star and Expiration dates you can now select a Timezone.
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- A proactive search will no longer be invoked for technical messages in a chat session transcript.
The following new features were introduced in the 9.0.006.03 release:
[+] '''Knowledge Center CMS'''
- The use of links within documents has improved. You can now remove an existing document link and create links from one section of a document to another section in the same document. Also, a warning will now appear in the document list and within the document itself if a link is broken (for example, the link is deleted and/or the document is unpublished).
- It is now possible to sort (by query and date) and filter (by originator and media channel) in the No answer view.
- The No Answer view has been improved by enabling you to analyze feedback from a larger pool of information. All No Answer search query results are clustered into topics. The large cluster helps you determine weak spots in your knowledge database.
- To improve navigation with in a document, it is now possible to create a Table of Contents (TOC) at the beginning of the document. The TOC can be used to navigate within the same document to text formatted as a header. In addition, you can now use an Anchor to create a link within the document to a different section within the same document.
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- To improve navigation within a document, it is now possible to create a Table of Contents (TOC) at the beginning of the document. The TOC can be used to navigate within the same document to text formatted as a header. In addition, you can now use an Anchor to create a link within the document to a different section within the same document.
The following new features were introduced in the 9.0.005.04 release:
[+] '''Knowledge Center CMS'''
- All of the WYSIWYG document editor formatting options now work as expected.
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- For interactions which only support a plain text conversation, if an agent uses the Copy Content button or the Copy and Paste option for text that includes a hyperlink, that hyperlink from the copied text (that is, from the original document), is added to the document as a string in brackets. Previously, when the Copy Content button or the Copy and Paste option were used the hyperlink was not added to the document in which the text was pasted.
- The Copy Content feature is now available for Chat, Outbound Email interactions, Facebook, Twitter, WhatsApp and SMS messages. Previously, this feature was only available for Chat and Outbound Email interactions.
- The Vote allowed / Vote disabled and 5-star rating allowed / 5-star rating disabled Knowledge Base Configuration options now work as expected.
The following new features were introduced in the 9.0.005.02 release:
[+] '''Knowledge Center CMS'''
- It is now possible to filter using keywords in the list of No Answer historical items.
- It is now possible to sort (by document name and date) and filter (by document name, originator, search query, and type of feedback) the Standard Votes view to re-arrange data as needed.
- Votes view now provides a new visualization that enables you to analyze feedback in an aggregated way, by document name. This means that individual documents can now be expanded to show detailed data on feedback events for that particular document.
- Cross-Knowledge Base document linking now enables you to add references (links) that point to a document in another Knowledge base. This means that Knowledge Managers can access knowledge content not only from the Knowledge Base they are working on, but from any other Knowledge Base configured in the GKC CMS, assuming they have proper access rights.
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
This release includes only resolved issues.
The following new features were introduced in the 9.0.004.08 release:
[+] '''Knowledge Center CMS'''
- New Status "Published":
- A new status, "Published," is introduced as part of the approval and publishing workflow for knowledge documents in knowledge bases. (GK-7839)
- You can now filter on the list of "Published" documents in the Documents view. (GK-7839)
- New Entity Management Capability:
- CMS now provides ways to define Entities within each Dictionary. Knowledge Managers are now able to create, update, and delete Entities, Values, and associated Synonyms for each value using this new functionality. (GK-7825)
- Improved Template Management:
- Now, when attempting to delete a template that is used in existing documents, the CMS displays a warning message and a list of knowledge bases that use this template in its documents. (GK-7810)
- It is now possible to filter on the list of documents by the custom templates used. (GK-7810)
[+] '''Knowledge Center Server'''
- New Entity Management Capability:
- Knowledge managers can use entities to improve search behavior and results. By defining entities, values within an entity, and synonyms for each value on one or more languages in CMS, you can improve Natural Language Understanding (NLU) and search accuracy to better match the intent of a knowledge query. (GK-7826)
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- This release includes only resolved issues.
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.
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.
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