We are pleased to announce the general availability (GA) of Channel Automation (CA) and Knowledge Management Enterprise (KME) 2023R3 for on-premise installations.
The product name of Engagement Orchestration (EO) has been changed to Channel Automation (CA).
This release delivers key improvements which impact configuration, behaviour, and general usage. The UI has been refreshed for the Agent Desktop top bar and side panels, as well as for specific screens, to provide a more modern look and feel and a more efficient experience for Agents.
Highlights:
- Updates affecting both CA and KME:
- The minimum supported and recommended resolutions have changed.
- The font used by the Desktop user interface has changed.
- The application title is no longer displayed on the Desktop and the logo must now be configured separately for KME and CA.
- The user avatar has been updated and steps to access Agent Settings have changed.
- The Field Audit Service API has been updated to allow it to retrieve data based on who modified a field / which field was modified.
- The Context Updater API can now target Agents using an external identifier.
- It is now possible to configure time-based Desktop Rules for the Interaction Analytics list attributes.
- Reporting datasets for the Knowledge and Script domains have been updated to include Contact ID and External Search ID fields.
- Channel Automation
- The top bar of the application has various updates, including new styling for Perspective tabs and Channel icons.
- The Process Dock (left-hand panel) has been updated with new styling. It is no longer displayed with a tabbed format, except when a chat is docked. The Activity Filter has been removed and replaced by the Other Activities list. The Notes tab has been removed and is available in the Auxiliary Panel instead.
- The Auxiliary Panel (right-hand panel) has been updated with new styling and now contains the Automations and Notes tabs.
- The Customer Profile has been updated with a more modern look and feel. There are improvements to how customer details are displayed, customer flags, recent Cases, and latest Contacts.
- The Identify Customer screen no longer allows Agents to search using Facebook ID.
- The Messaging Interaction screen has been updated with a more modern look and feel. Plus, there is now a Park Chat button for Private Social and Asynchronous Live Chats. Private Social chats now display the Agent nickname or first name.
- WhatsApp Messaging supports new file types for WhatsApp stickers and voice notes.
- The Unified Data Gateway API can now retrieve data about Work Items.
- A new WIAS Service API has been added, which allows you to retrieve the details of Web Integration Authorization Servers configured in the application.
- A new WFM Data Extract v2 application has been added which supplements the existing WFM Data Extract. The WFM Data Extract V2 is used to extract data from for the Messaging Channel and send it to the WFM Contact Statistics Interface (CSI) data feed.
- A new Contextual Assistance Perspective is available which can be embedded in third-party applications.
- Knowledge Management Enterprise:
- The Knowledge Bookmark functionality has been updated to allow user to create and organise Bookmarks in folders. The Manage Bookmarks screen has been removed and the My Bookmarks widget now allows users to create folders, move bookmarks and folders, and remove bookmarks and folders.
- The KM Bookmark Service API has been updated with new functionality. It is now possible to create bookmark folders and create bookmarks inside these folders.
- When adding a Web Connector Content Source, the domains used by crawl URLs are now validated against Web Integration Hosts configured in the system.
For detailed information on the features added in this release, refer to the 2023R3 Release Pack.
The em-docs.verint.com home page provides a starting point to access the Channel Automation and Knowledge Management Enterprise documentation.
To obtain the 2023R3 software, please raise a fulfilment helpdesk ticket.
To be notified of HFR releases for this or other versions, please turn on notifications for the Release News feed on Verint Connect.
