We are pleased to announce the general availability (GA) of Engagement Orchestration (EO) and Knowledge Management Enterprise (KME) 15.3 Update 2022R1 for on-premise installations.
Engagement Orchestration is the new name for Case Management Enterprise (CME).
This release delivers key improvements which impact security, configuration, behaviour and general usage. Highlights below:
- Engagement Orchestration Only:
- Adaptive Framework Components configured to integrate to application security now add authentication cookies to the browser to allow embedded web applications to integrate to Engagement Orchestration security more easily.
- Libraries have been added which make it easier for integrate external web applications to leverage the Engagement Orchestration security.
- Email Reply behaviour now defaults to Reply All. The default behaviour can be configured with a system property set using the Tenant Properties Service.
- Messaging Channel enhancements:
- A Chat Supervisor Dashboard has been added for Synchronous Live Chat in the Messaging Channel.
- The out of the box reports now display data for the Messaging Channel.
- Messaging Interaction data now populates the Contact Statistics Interface and Work Item Tracking files used for WFM Integration.
- APIs:
- A new Customer Service V2 API has been added which allows searching for customers using email address or telephone number.
- The Unified Data Gateway API has been enhanced to allow filtering for Contact data by customer. It also now returns and can filter for Messaging Channel Contact data.
- Knowledge Management Enterprise Only:
- The Update Suggested Knowledge Rule Action has been updated with functionality allowing you to send search results to external applications.
- New European languages are supported for content creation and search.
- A Manage Authoring Workflow screen has been added.
- A Content Health Check batch job has been added which checks and synchronises Authored content in the database with the Solr indexes.
- New fields have been added to the Knowledge Reporting datasets.
- The Knowledge Administration screens have been refreshed with new icons.
- KM Content Feedback and Request Answer functionality has been enhanced.
- Agents and authors can now upload attachments to Request Answer feedback.
- The Request Answer feedback form now includes a Notify Me option.
- Request Answer and Content Feedback Work Items can be set to Awaiting Clarification or In Progress statuses.
- When configuring Feedback Codes, the Additional Action Required option has been removed and separated into two properties: Comments Required and Close Multiple Content Feedback.
- When handling Content Feedback Work Items, Knowledge Authors can now view the list of related feedback for that content.
- Updates affecting both EO and KME:
- The underlying application server has changed, resulting in improved deployment and start-up times.
- The Agent Preferences dialogue has been renamed to Settings and now includes information on the Agent session. Agents can now use the Settings dialogue to set their preferred Content Locale.
- Administration screens shared by EO and KME have been refreshed with new icons.
- It is now possible to move and copy Templates.
- Scripts no longer need to be assigned to specific Channels.
- A Manage System menu has been added for System Administrators.
- Web Integration URLs now allow you to set Authorisation Servers in order to authenticate with third-party applications which use OAuth 2.0 with bearer tokens. A new Manage Web Integration Authorisation Servers screen allows the authorisation to be configured for use with Web Integration URLs.
- New attributes can be added to Web Integration URL Path and Body fields.
- The following areas of product functionality can be enabled/disabled for Agents using system properties set with the Tenant Properties Service API:
- Case
- Legacy Live Chat
- Messaging
- Public Social
- Telephony
- Scripting
- Knowledge Management
- Third Party Software Support
- The version of Solr used by the product has been upgraded to 8.11.1
- The version of Unblu supported by the product is now 6.38.1
- Support for Cisco Finesse version 12.6 has been added.
For detailed information on the features added in this release, refer to the 15.3 2022R1 Release Pack.
The em-docs.verint.com home page provides a starting point to access the Engagement Orchestration and Knowledge Management Enterprise documentation.
To obtain the 15.3 2022R1 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.
