We are pleased to announce the general availability (GA) of Case Management Enterprise (CME) and Knowledge Management Enterprise (KME) 15.3 Update 2021R4.
This release delivers key improvements which impact security, configuration, behaviour and general usage. Highlights below
- Case Management Enterprise Only:
- The Live Chat Messaging functionality can now be used in production.
- Email Conversation Ownership - Agents can now own Email Conversations. This functionality means that new customer emails to existing threads can be quickly routed to the appropriate Agent.
- Queued Email Types can be configured to route emails to conversation owners or route them using rules.
- A Keep Ownership toggle can be displayed to Agents when handling emails, so they can choose whether or not to keep ownership of the email thread.
- The Select All functionality on the Search Email screen now only applies to the filtered items.
- The Select All functionality on the Work List now only applies to the filtered items.
- The Work List in the Agent Desktop now includes a State column, which reflects the state of the Work Items. It is also possible to filter the Work List based on the value of the State field.
- The Work List now displays more information for Work Items generated by Case Actions, making it easier to identify what the Work Items are and where they have come from.
- It is now possible to enable or disable certain channels and functionality by setting properties with the Tenant Properties Service (TPS). Agent functionality for the following product areas can be enabled / disabled:
- Callbacks
- Secure Messaging
- Whitemail
- Knowledge Management Enterprise Only:
- The Select All functionality on the Authoring Work List now only applies to the filtered items.
- The administration screen for adding SharePoint Content Sources has been updated to include proxy settings for SharePoint Crawling.
- Knowledge Administrators can now configure Feedback Codes so that the Notify Me option on the Feedback form is mandatory.
- When Knowledge users provide feedback on Knowledge Content Items, they are now able to upload attachments to supplement the feedback. The Content Feedback Work Item generated by the feedback includes the attachments which have been uploaded.
- The Content Feedback Work Item screen now displays the Locale and Version of the Content Item that the feedback was raised against.
- Knowledge Management Enterprise now includes the ability to send automatic notifications based on changes to authored Knowledge Content in the system. Knowledge Administrators can configure Notification Rules to trigger these notifications when Knowledge Content Items matching specific metadata are created or updated. There are three types of notification which can be configured:
- Send Email: Send an email to a configured set of email addresses. The content of the email is generated based on the selected Template.
- Send SMS: Pass data to an SMS messaging web service using a Web Integration URL, allowing you to send an SMS message to a configured set of phone numbers. The content of the SMS is generated based on the selected Template
- Run External URL: Send an HTTP request to another web application, using a Web Integration URL.
- Features affecting both CME and KME:
- The user interfaces of both the Agent Desktop and the Knowledge Standalone Desktop have been refreshed with a more modern look and feel.
- The application no longer restricts Referer HTTP request headers. This means that the URL of the application can be linked to from any domain or page.
- Third Party Software Support:
- The version of JAWS recommended for use in accessibility mode is now 2021.2107.12 ILM.
For detailed information on the features added in this release, refer to the 15.3 2021R4 Release Pack.
The em-docs.verint.com home page provides a starting point to access the Case Management Enterprise and Knowledge Management Enterprise documentation.
To obtain the 15.3 2021R4 software, please raise a fulfilment helpdesk ticket.
To be notified of HFR releases for this or other versions, please turn on notifications for the EM Release News feed on Verint Community.
Please contact em-pm-arch@verint.com with any comments/feedback you may have.
