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.
Knowledge Manager is the graphical user interface for Genesys Knowledge Management. Using this interface, you can:
Create and manage the category structure for standard responses.
Create and validate field codes.
Create and edit screening rules.
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:
Create training objects.
Create training models.
Schedule training.
Create FAQ objects and generate .jar files from them.
Genesys Knowledge Management consists of the following components:
Classification Server applies screening rules. In Genesys Content Analyzer, Classification Server also applies models to categorize incoming interactions.
Training Server trains the system to recognize categories. It is active only in the Genesys Content Analyzer.
Knowledge Manager is the user interface.