Overview

This help document is designed to be used with the Multimedia 7.6 User's Guide, which defines and explains how to use Knowledge Management's categories, field codes, screening rules, training, and other functions.

Genesys Knowledge Management

Knowledge Manager is the graphical user interface for Genesys Knowledge Management. Using this interface, you can:

Genesys Content Analyzer

Genesys Knowledge Management optionally includes Genesys Content Analyzer, which analyzes incoming interactions using natural-language processing. The result of analysis is assignment to one or more categories of the category structure. Genesys Content Analysis creates and refines its analysis algorithms by training, that is, by working its way through a number of e-mails that you have classified according to the category system.

You can also use Knowledge Manager to manage training for Content Analysis. You can:

Components

Genesys Knowledge Management consists of the following components: