We are pleased to announce the general availability (GA) of Channel Automation (CA) and Knowledge Management Enterprise (KME) 2023R4 for on-premise installations.
This release delivers key improvements which impact configuration, behaviour and general usage.
Highlights below:
- Updates affecting both CA and KME:
- The Manage Attachments screen has been renamed and the file name character limit has been increased.
- Channel Automation
- Channel Automation now supports the use of Microsoft Graph as the email protocol.
- A Microsoft Graph Mailbox Service API is now available. This API is used to create and validate mailbox configuration using Microsoft Graph.
- New system properties have been added which allow you to configure the folders that successful and failed polled emails are moved into when using Microsoft Graph.
- New system properties have been added which allow you to configure the date/time format used by meeting request emails ingested by Microsoft Graph.
- New service accounts have been added to allow Channel Automation to use the Microsoft Graph Mailbox Service API to send and receive emails.
- The Configure Outbound screen now contains the option to delete the existing outbound configuration.
- The behaviour of the External Customer Search integration has been updated.
- A RIS Adaptor (on premises only) is available, which can be set up to listen for certain events from the Verint Recorder Integration Service (RIS). These events are then sent to the Channel Automation application, where they can be used to trigger context-sensitive actions and suggestions to the Agent.
- Channel Automation now supports the use of Microsoft Graph as the email protocol.
- Knowledge Management Enterprise:
- When uploading Attachments, Assets, or Knowledge Uploads, the file name character limit has been increased.
- It is now possible to multi-select attachments when adding them to Knowledge Content.
- Various UI improvements have been made to the Knowledge Content View and Knowledge Search / Widget results.
- Content actions are now accessed through the Content Actions menu available from the header of the read-only content view.
- The styling of results in the Search and Knowledge Widgets has been updated to be more consistent.
For detailed information on the features added in this release, refer to the 2023R4 Release Pack.
HFR1 is included in this release, see the 2023R4 HFR1 Release Notes for details of bug fixes.
The em-docs.verint.com home page provides a starting point to access the Channel Automation and Knowledge Management Enterprise documentation.
To obtain the 2023R4 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.
