We are pleased to announce the general availability (GA) of Engagement Orchestration (EO) and Knowledge Management Enterprise (KME) 2022R2 for on-premise installations.
This release delivers key improvements which impact configuration, behaviour and general usage. Highlights below:
- Engagement Orchestration:
- The Activities Panel can be collapsed in the Work List and Search Email screens.
- Desktop Rules can now be configured to trigger when a Perspective is closed.
- New Chat and Email Profile Types are available for new installations.
- New Messaging and Email Channel Blends available for new installations.
- Ability to assign Channel Blends to Profile Types. Agents can be configured to inherit their Channel Blend from the Profile Type they are logged in with.
- Email Channel:
- Email Conversation Ownership is now assigned when taking a Work Item.
- Meeting requests sent to EWS mailboxes are now displayed in the Email body.
- Messaging Channel:
- Private Social Messaging for Facebook and WhatsApp now supports customers sending document file types.
- Private Social Messaging now support customers sending attachments with captions.
- APIs
- The Unified Data Gateway API now returns locale information for Messaging Contacts.
- Knowledge Management Enterprise:
- Ability to search for multiple Content IDs in Knowledge Search and use Content ID as search term for Suggested Knowledge.
- The behaviour of the View More option has changed when viewing Search Facets.
- The icons to open Content Items in new tab or window have been updated.
- Content Statistics can be displayed when viewing a Content Item.
- The Notify Me option is enabled by default for Content Feedback on Decision Trees.
- System Properties:
- New system properties to configure default behaviour of Next Review date for new Content Items.
- New system properties to configure behaviour of feedback prompts when users submit ratings on Content Items.
- Knowledge Authors can now preview what Content Items will look like in external web applications. System properties to configure this functionality have been added.
- Integration:
- A new Perspective is available for use with the Embedded Knowledge Desktop.
- Updates affecting both EO and KME:
- The format of date / time fields on Agent-facing screens throughout the application reflect the Desktop Locale of the user.
- The Search and Filters panels on the Knowledge Centre screen can now be collapsed.
- Enhanced validation for Web Integration Authorisation Servers configuration.
- Third Party Software Support
- Support for Avaya Aura Contact Centre 6.3 and 6.4 has been removed.
- Support for Cisco UCCE 8.5 and 10.0 has been removed.
For detailed information on the features added in this release, refer to the 2022R2 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 2022R2 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.
