Engagement Orchestration / Knowledge Management Enterprise 2022R3 Released

We are pleased to announce the general availability (GA) of Engagement Orchestration (EO) and Knowledge Management Enterprise (KME) 2022R3 for on-premise installations. 

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

• Engagement Orchestration: 
  
  • Email Channel:
    • Email Work Items are now grouped in the Work List by email thread.
    • Open Work Items for an email thread can now be handled together in a single Perspective.
    • Bulk operations performed from the Search Email screen, Work List, and Actionable Dashboard have new behaviour for Work Items that are part of an email thread. 
    • The Save Work Entitlement has been added to Email Supervisor Profile.
    • The Target column in the Search Email screen now highlights the Agent who is currently handling an email. 
  • Messaging Channel:
    • Private Social Messaging
      • Engagement Orchestration now integrates with Verint Messaging for Private Social Messaging Interactions. This integration currently supports WhatsApp. The integration with Verint Social Engagement is deprecated. 
      • Agents must now respond to WhatsApp customer messages within 24 hours. Once that time limit is breached, the Agent can only send a pre-configured template to the customer. System properties have been added to allow configuration of the response timeout and templates. 
      • When chatting with a customer, messages sent by the Agent now display the Entry Point as the sender name. 
    • Live Chat
      • Agents can now drop Synchronous Live Chats before wrapping up.
      • When chatting with a customer over Live Chat, the User Data presented to the Agent now displays the Referer URL field.
      • When chatting with a customer over Live Chat, messages sent by the Agent display their Nickname, if it is set, or their first name. 
  • Case Management
    • A new Update Case via API Action is available to add to Case Types as a Case or State Action. This Action can be triggered by the Case Service V2 API to update the Associated Entities and Case Notes for a Case.
    • A number of behaviour enhancements have been made to the Manage Case Types screens. 
  • APIs
    • A new Case Service V2 API has been added. The Case Service V2 API allows you to update Cases in Engagement Orchestration by invoking an appropriate configured Case Update Action, which allows you to specify the state transition, Case notes, and update Associated Entities.

    • A new Dynamic Entity Service API has been added. The Dynamic Entity Service API allows you to create or update Dynamic Entity instances in Engagement Orchestration.

• Knowledge Management Enterprise: 
  • New Entitlements have been added to the system, and assigned to the default KM Profiles, to control access to the following features when viewing Knowledge Content:
    • Shareable Content Links
    • Share by Email
    • Content Ratings
    • Content Feedback 
    • Request Answer
  • It is now possible to hide the Notify Me section from the Request Answer and Content Feedback forms using system properties.
  • When Knowledge Content contains expandable sections, an Expand All / Collapse All option is available on the Content View.
  • The colours of the Content Type icons have been updated to improve accessibility.
  • The language filter is now displayed as a dropdown instead of a radio button list.
  • It is now possible to configure the minimum width and height of the Embedded Knowledge Widgets Perspective using system properties.
  • A new field has been added to the Suggested Knowledge Search Results Entity.
  • When using Tagset Relationships, it is now possible to configure the behaviour of implicit Sender Tags in the Search Filters using a system property.

For detailed information on the features added in this release, refer to the 2022R3 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 2022R3 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 Connect.