We are pleased to announce the general availability (GA) of Engagement Orchestration (EO) and Knowledge Management Enterprise (KME) 2023R1 for on-premise installations.
This release delivers key improvements which impact configuration, behaviour and general usage. Highlights below:
- Updates affecting both EO and KME:
- The Basque, Catalan, and Galician languages can now be used as Content Locales out of the box.
- The version of TinyMCE used for the rich text editor has been upgraded, resulting in changes to the spell checking functionality.
- New property and Entitlement available to configure users to use browser spell checking in the rich text editor instead of the default spell checking plugin.
- New properties to configure the system to allow multiple files to be uploaded when using the Manage Attachments screen or adding attachments to Knowledge Content.
- New properties to configure the system to allow multiple image files to be uploaded when using the Manage Assets or Image Gallery screens.
- The Edit Report screen now displays the Domain and folder Location of each report
- The System Audit reporting domain has been enhanced to track changes made to Synonyms, Stop Words, Tagsets, and Tags.
- Engagement Orchestration:
- Secure Messaging:
- A Secure Messaging Service REST API has been added. Customer-facing web applications must use this API to integrate to the Secure Messaging Channel.
- Secure Messaging functionality has been enhanced to improve configuration and Agent experience. It is now possible to define custom field views per Queued Work Type. Secure Messaging attachments are now handled by the Attachment Service.
- Email:
- An Email Indexing Service REST API has been added.
- Email indexing has been enhanced to be faster. A new Manage Email Indexing screen is available for system administrators to monitor and trigger email indexing jobs.
- API Updates:
- The Customer Service V2 API can now be used to check that a customer exists using their unique id.
- Secure Messaging:
- Knowledge Management Enterprise:
- Property file configuration properties for Search and Tagset Relationships have been converted to system properties which can be set using the Tenant Properties Service API.
- Ability to export Synonyms and Stop Words in CSV format.
- Datasets in the Knowledge reporting domain now include Custom Content Tags fields to report on custom Tags and Tagsets applied to Knowledge Search and Content Items.
- The KM User Activity reporting dataset now returns information on what Entitlements are assigned to a user through their Team, Team Role, or Profile Type. It also now returns information on the Profile Type assigned to the user.
- New property to configure which Content Workflow States are preselected for Knowledge Search.
- New property to configure the Workflow States that Content Items are returned for when searching for reusable content or adding content to the Scripts using a Content Component.
- New property to configure whether adding a Note is mandatory for specific actions performed by Knowledge Authors. It is also possible to configure whether the Notes popup is displayed for actions where notes are optional.
- UI changes when viewing or adding notes from the Knowledge Authoring Metadata Panel.
- New functionality is available in the rich text editor used by Knowledge Authoring.
- API Updates:
- The KM Content Service API can now return the Notes associated with Content Items.
- The KM Search Service API now provides an Auto Suggest endpoint.
- The Tag Service API now returns the system code of each Tag.
- Third Party Support:
- The version of TinyMCE used for the rich text editor is now v6.2.
- The version of JAWS recommended for use in accessibility mode is 2022.2207.25 ILM.
For detailed information on the features added in this release, refer to the 2023R1 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 2023R1 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.
