9.0.000.15

Genesys Knowledge Center Plugin for Workspace Desktop Edition Release Notes

9.x

This is the first 9.x release of Genesys Knowledge Center Plugin for Workspace Desktop Edition.

Release Date	Release Type	Restrictions	AIX	Linux	Solaris	Windows
05/29/18	General					X

Helpful Links

Releases Info

• List of 9.0.x Releases
• 9.0.x Known Issues

Product Documentation

• Genesys Knowledge Center

Genesys Products

• List of Release Notes

What's New

This release contains the following new features and enhancements:

• 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.  

  [+] Show video

• 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.

Resolved Issues

This release contains no resolved issues.

Upgrade Notes

No special procedure is required to upgrade to release 9.0.000.15.