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Copyright

All Genesys software is © Copyright 2015–2018 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, 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)

Knowledge Center 8.5 Product Alerts

  • 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.

New in Release 8.5.0

  • 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

New in Release 8.5.1

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 8.5.2

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 8.5.3

  • Genesys logos are now updated to reflect the new company branding.
  • Improved search logic with pre-filled stop word vocabularies for supported NLP languages.
  • Improved the Import Knowledge Base experience. Now when importing the knowledge base definition you can modify the knowledge base properties before confirming the operation.
  • Added support for document templates which now allows content to be divided into multiple sections and defines whether each section is visible to users, agents, or a specific sub-group of agents.
  • Updated support:
    • PostgreSQL v9.6 as the storage for CMS
    • Google Chrome version 59
    • Mozilla Firefox release 54
    • Safari 10
    • Internet Explorer 11
    • Microsoft Edge release 40
  • Security improvements:
    • CORS filtering is now allowed
    • application directory traversal is no longer allowed
    • disc encryption is now supported
  • Support of Java 8 and higher.
  • Support of multi-tenant environments: one Knowledge Center Cluster now serves multiple tenants within your environment.
  • New reworked and redesigned user interface aimed to simplify authoring in a multi-language, multi-region environment. Some highlights include:
    • Knowledge dashboard with key statistics and recent changes
    • Separate workspaces for authoring and administration
    • Full-screen design to leverage as much space as possible for authoring tasks
    • Notifications to allow you to see any problems with the authored content
    • Compare mode while editing documents and categories which allows easy comparison and copying from historical versions of the documents
    • Traffic light system of tracking document status
  • Support of tree structures for knowledge base categories.
  • Support for multiple types of documents within one knowledge base which allows you to keep documents of different types and structures within one knowledge base.
  • Unified knowledge base configuration within the CMS application:
    • CMS now is able to manage all aspects of the knowledge base configuration
    • Configuration is automatically shared with Knowledge Center Server
    • Knowledge Center plugin for Genesys Administrator has been discontinued and replaced with CMS
  • Automatic environment provisioning when you install the product. This helps you minimize the number of steps required during installation by doing routine configuration updates such as:
    • Replicating tenant list from cluster application to the connected node
    • Adding definitions of default ports
    • Adding language code for English language
    • Adding self-service media type
  • Genesys Knowledge CMS now supports Oracle 11g as the persistent storage for data.
  • Natural language processing capabilities of the Knowledge Center has been improved by the usage of a newer version of the NLP library.
  • Knowledge Center now supports basic NLP capabilities for Finish.
  • Knowledge Center now supports basic NLP capabilities for Danish.
  • Knowledge Center now supports basic NLP capabilities for Norwegian.
  • Knowledge Center now supports basic NLP capabilities for Swedish.
  • Knowledge Center Plugin has better integration with the Genesys Widgets by automatically retrieving context on customer conversations in chat during deflection attempt. This functionality is supported in Genesys Widgets 8.5.004.17 and later versions.
    Note: Default values of language attached data key are different in Genesys Widgets and Knowledge Center plugin for Workspace. This is done to prevent overwriting the "Language" key value that might be set by eServices. Align these values according to your environment setup.
  • The knowledge base supports regional versions of the same language, for example, US English and Canadian English.
  • Supports HTML content, including images and both internal and external links.
  • Improved content approval workflow:
    • Additional content status values for a more granular status tracking throughout the content management lifecycle (draft, ready for review, approved, rejected).
    • Comments can be made during the approval process.
  • Usability improvements for agents and customers:
    • Spell checking.
    • Users can disable commenting and ratings for customers.
    • Indicates new and updated content.
  • Other usability improvements:
    • Search in CMS searches through all document fields.
    • Identifies the agent who provided search feedback.
  • Sample UI and Widgets: a new More Like This widget.
  • Search algorithm improvements for special terms.
  • Additional custom fields:
    • Boolean and enumerated fields.
  • Discontinued support for file storage.
  • Custom field filtering.
  • Numerous security improvements.

Copyright

All Genesys software is © Copyright 2015-2018 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, 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. The following list describes specific third-party code and functionality for this product:

  • CK Editor 4.7 is distributed under terms of the MPL License.
  • Java(TM) EE 7 Endorsed APIs 7.0 is distributed under terms of the Common Development and Distribution License 1.0.
  • JavaMail API 1.6.1 is distributed under terms of the Common Development and Distribution License 1.1.
  • JavaMail API is distributed under terms of the Common Development and Distribution License 1.1.
  • US Government Notice (Java Activation Framework) If Software is being acquired by or on behalf of the U.S. Government or by a U.S. Government prime contractor or subcontractor (at any tier), then the Government's rights in Software and accompanying documentation will be only as set forth in this Agreement; this is in accordance with 48 CFR 227.7201 through 227.7202-4 (for Department of Defense (DOD) acquisitions) and with 48 CFR 2.101 and 12.212 (for non-DOD acquisitions).
  • Product contains Oracle JDBC Driver: "Programs delivered subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable Oracle license agreement. Otherwise, programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle America, Inc., 500 Oracle Parkway, Redwood City, CA 94065.
  • Java Transaction API is distributed under terms of the Common Development and Distribution License 1.1.
  • Jackson 2.6.3 is distributed under terms of the APL2.
  • Javassist 3.16.1-GA is distributed under terms of the APL2.
  • JaxB 2.0 RI is distributed under terms of the Common Development and Distribution License 1.0.
  • This product includes JCIP Annotations (http://www.jcip.net).
  • This product includes ANTLR Parser Generator.
  • This product includes software developed by the Apache Software Foundation (http://www.apache.org/).
  • Common Annotations for the JavaTM Platform API 1.2 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.
  • Istack Commons 2.16 is distributed under terms of the Common Development and Distribution License 1.1.
  • This product includes software developed by the Indiana University Extreme! Lab (http://www.extreme.indiana.edu/).
  • Javassist 3.20.0-GA is distributed under terms of the APL2 (http://www.apache.org/licenses/LICENSE-2.0).
  • JaxB 2.2.7 RI is distributed under terms of the Common Development and Distribution License 1.1
  • This product includes software developed by the JDOM Project (http://www.jdom.org/).
  • jersey 1.8 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.
  • Jquery.localize.js distributed under terms of the MIT license.
  • This product includes software developed by Andy Clark.
  • 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/
  • This product includes software developed by the OpenSymphony Group (http://www.opensymphony.com/).
  • This products includes JOTM software from the World Wide Web Consortium and other contributors.
  • This product includes software developed by the Jaxen Project (http://www.jaxen.org/).
  • 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 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 software developed by the Spring Framework Project (http://www.springframework.org).
  • This product includes Dom4J developed by the Dom4J Project (http://www.dom4j.org).


The following new features were introduced in the 9.0.003.06 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

The following new features were introduced in the 9.0.002.09 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

The following new features were introduced in the 9.0.001.04 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

The following new features were introduced in the 9.0.000.15 release:

[+] '''Knowledge Center CMS'''
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''

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.

Genesys Knowledge Center falls under the Customer Engagement Digital solution of the PureEngage offering.

What's New

Tip
The latest version of our documentation (titled “Current”) relates to release 9.0.x.

Genesys Knowledge Center is part of 9.0, which can include component releases from both 9.0.x and 8.5.x code streams. Use the table below to check which component releases are part of 9.0.

All 9.0 products 9.0 Genesys Knowledge Center Release Notes
Product Component Latest Starting

Genesys Knowledge Center

Genesys Knowledge Center CMS

9.0.003.06

9.0.000.15

Genesys Knowledge Center Plugin for Workspace Desktop Edition

9.0.003.06

9.0.000.15

Genesys Knowledge Center Server

9.0.003.06

9.0.000.15


Documentation

Deployment Guide

Use this book to deploy Genesys Knowledge Center.

Developer's Guide

Use this book to customize Genesys Knowledge Center.

API Reference

Use this book to understand the Genesys Knowledge Center APIs.

Knowledge Center Help

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

Quick Start Guide

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

Migration Guide

Use this book to migrate Genesys Knowledge Center.


More Release Information


Genesys Knowledge Center Videos

Genesys Knowledge Center: Using Proactive Knowledge Suggestions

Genesys Knowledge Center: Translating Knowledge Documents and Categories

What's New

Release Notes

Documentation

Deployment Guide

Use this book to deploy Genesys Knowledge Center.

Developer's Guide

Use this book to customize Genesys Knowledge Center.

API Reference

Use this book to understand the Genesys Knowledge Center APIs.

Knowledge Center Help

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

Quick Start Guide

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

Migration Guide

Use this book to migrate Genesys Knowledge Center.

International Release Notes


More Release Information


Genesys Knowledge Center Videos

Below are some helpful videos outlining the updates to Genesys Knowledge Center 8.5.x.

Videos for Genesys Knowledge Center 8.5.3

[+] Click here to view videos for Genesys Knowledge Center 8.5.3

Videos for Genesys Knowledge Center 8.5.2

[+] Click here to view videos for Genesys Knowledge Center 8.5.2

Videos for Genesys Knowledge Center 8.5.1

[+] Click here to view videos for Genesys Knowledge Center 8.5.1
This page was last modified on July 25, 2018, at 06:31.