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HomeNew in Knowledge HubKnowledge Desktop
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ARTICLE EASY-6573
Knowledge Desktop
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Part of the eGain Knowledge Hub, the eGain Knowledge Desktop™ is an optimized
configuration of eGain’s modern Advisor Desktop to help phone agents easily
resolve customer queries using knowledge and guidance. It includes collaboration
features like Customer 360, Internal Collaboration, and Scratchpad. The
Knowledge Desktop automatically launches contextual guidance, logs the call, and
stores call notes.



When integrated with a CTI, the Desktop can use valuable contextual information
like IVR selections and call variables to assist agents in solving customer
issues, and provide call controls so that they continue to work within the
desktop.

In a multichannel set up, the unified desktop provides a consistent interface to
handle all channels. So, when agents are assigned to digital channels, they
seamlessly transition to a digital-first view.

The Knowledge Desktop also includes comprehensive analytics to measure the
impact of knowledge on contact center metrics like FCR (First-Contact
Resolution), identify the knowledge articles that solve inquiries effectively,
pinpoint underperforming articles, and understand the effectiveness of updates.



> Article ID: EASY-6573
> Knowledge Desktop


You can view this article at:

https://ebrain.egain.com/kb/newin21/content/EASY-6573/Knowledge-Desktop




NEW IN EGAIN 21

 1. New in Conversation Hub
    * Support for More Channels and Rich Messages
    * BYO Architecture
 2. New in Knowledge Hub
    * Knowledge Desktop
    * eGain VA for Agents
    * Bot Master
    * Content Management Enhancements
    * Knowledge Portal Enhancements
 3. New in Analytics Hub
    * Digital and Messaging Analytics
    * Knowledge & AI Analytics
    * Contact Center, Unified Communications, and IVR Analytics
    * Analytics Platform & User Interface
 4. New in Composable Experience Platform
    * Dot Library-UX, APIs and Events
    * Marketplace Apps
    * Security and Compliance
    * SDKs, Design and Code Templates
    * Tools and Administration



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