Channel Automation / Knowledge Management Enterprise 2024R6 Released

We are pleased to announce the general availability (GA) of Channel Automation (CA) and Knowledge Management Enterprise (KME) 2024R6 for on-premise installations.

This release delivers key improvements which impact configuration, behaviour and general usage.

Highlights include:

Channel Automation
- Email:
  - Various updates to email behaviour when using Microsoft Graph as the email protocol.
  - Updates to the email grouping behaviour on the Work List.
- Messaging:
  - Social Messaging:
    - Now supports Instagram Private Messages.
    - Now supports Public Facebook.
  - New Async Messaging Dashboard.
  - Ability for Chat Supervisors to monitor Agents during Live Chat, Async Chat, or Social Messaging sessions
  - Auto park functionality for Async Messaging
  - Automatic messages are now sent if a chat is idle for too long. If the customer continues to be idle, the chat is automatically disconnected.
  - User data now differentiates between Live Chat and Async Chat.
  - Ability to email a transcript of the conversation when handling a Live or Async Chat.
  - Ability to view messages from previous chats if the customer is identified and has previously chatted with the organization.
  - And more…
- Telephony:
  - Ability to display Call Information to Agents.
  - Ability to configure list of country codes that can be set on phone numbers added to address books and customers.
- Softphone Integration:
  - New system properties available to configure softphone integration.
  - Now supports integrating with Five9 and Genesys Cloud CX softphones.
  - Toolbar call controls now available for integrated softphones.
- Integrations:
  - Updates to the behaviour and configuration of the External Customer integration.
  - Admins can now set a timeout value on Web Integration URLs.
  - Updates to configuration required by WFM Data Extract V2.
- Reporting:
  - The Script Reporting Domain has been enhanced to capture data for draft Scripts.
- Homepage:
  - UI updates for Knowledge widgets available for use in the Homepage.
  - Ability to embed an external site or application in the Homepage.
- APIs:
  - 4 New APIs
  - Updates to existing APIs

Knowledge Management Enterprise:
- Knowledge Automation Bot:
  - The Knowledge Automation Bot uses AI technology to generate an appropriate question and answer based on the user's search term.
- Knowledge Desktop:
  - A Knowledge Home Perspective is now displayed to users when they first log in to the Knowledge Desktop.
  - Ability to embed an external site or application in the Homepage.
- Saved Searches:
  - Knowledge users can now save searches. They can then rerun these saved searches from the My Searches widget.
- Content Links Details:
  - When archiving or editing a Content Item, the View Content Links Details dialogue is now available. It displays information on what Content is linked from, the kind of link and the title of the link.
- Feedback Destinations:
  - It is now possible to route Knowledge Content feedback according to the Knowledge Base Tags to ensure that the feedback is handled by the right people.
- UI Updates:
  - Knowledge Widgets have been updated with UI changes for usability.
  - The Search Results UI has been updated for usability.
  - Hovering over Tags in certain screens now displays the full Tag path.
  - Multiple screens now allow you to multi-select Tags.
  - System properties have been added which allow you to hide and reorder search filters.
- APIs
  - New KM Search Assistant API
  - Updates to existing APIs.
- Profile Types
  - Updates to KM Admin Profile Type
  - New Reports Profile Type
  - New Web User Profile Type
- Reporting:
  - Team Display Name fields have been added to Knowledge and Script reporting datasets.
  - The Script Inventory reporting dataset has been enhanced to capture data for draft Scripts.

For detailed information on the features added in this release, refer to the 2024R6 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 2024R6 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.