August 24, 2022

Contact center

Introducing knowledge workbench version 2

Genesys Cloud introduces knowledge workbench version 2, an enhanced version of the knowledge workbench that is also accessible from the Admin menu. The new workbench enables administrators to leverage the features from the existing knowledge workbench and introduces new features such as support for up to 15,000 question and answer articles in a knowledge base, article import and export, visibility settings, version control, and the ability to view and restore previous versions of a knowledge base. For more information, see About the knowledge workbench V2. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Optimize the knowledge base

Administrators and contact center managers can now leverage the optimizer feature within knowledge workbench version 2 to view and analyze all queries, answered queries, unanswered queries, and the percentage of each application that comprise these metrics. They can also view the top 20 articles, top 20 answered queries, and top 20 unanswered queries. Administrators can then associate unanswered queries to new or existing knowledge articles. This feature provides insight into potential gaps within the database, helps resolve issues related to customer queries, and improves the overall health of a knowledge base. For more information, see Knowledge optimizer overview and About the knowledge workbench V2. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Introducing support center

Administrators and contact center managers can now set up and deploy their own stand-alone support center. This feature, used with existing knowledge workbench articles, enhances messaging self-service by making it easier for customers to find information and resolve questions. For more information, see About the support center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Knowledge workbench version 2, knowledge optimizer, and support center language search support

Genesys Cloud knowledge workbench version 2, knowledge optimizer, and support center now support search for English (en-US), French (fr-FR), German (de-DE), Italian (it-IT), Portuguese (pt-PR), and Spanish (es-US and es-ES). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3. 

Interaction data retention time improvement

Administrators can now set a maximum retention time, in days, for interaction data. When the administrator configures a maximum interaction data retention time, Genesys Cloud deletes all interaction data stored beyond the retention time, including individual interaction detail records, corresponding recordings, and any related individual and aggregate analytics data. This feature provides administrative guardrails to ensure that recording policies cannot be set beyond the maximum retention time. For more information, see Set the maximum interaction data retention time. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Note: Genesys Cloud enables features for release by end of day Wednesday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.