Recorder Analytics Framework

Recorder servers

KB212375

If you have WFO V15.2 2021R1 and you need to deploy custom language models for the Real-Time Linguistic (remote) engine, install KB222581 instead.

UCM

Recorder servers

KB212105

Recorder Integration Service (RIS)

Recorder servers

KB227420

Required for Agent Transfer Bot.

Enterprise Manager Database

Database servers

KB212281

Not required for hybrid cloud deployments.

Foundation License Installer

App servers

KB212346

Not required for hybrid cloud deployments.

Enterprise Manager

App servers

KB212415

If you have WFO V15.2 2021R1 and you want to deploy custom language models for the Real-Time Linguistic (remote) engine, install KB2212707 instead.

Not required for hybrid cloud deployments.

Framework Foundation

(Required if installing Work Assist on top of WFO V15.2 2021R1)

App servers

15.2.928:

KB211206

15.2.926:

KB211185

Not required for hybrid cloud deployments.

Foundation Database Patch

(Required if installing Work Assist on top of WFO V15.2 2021R1)

App servers

15.2.1010:

KB220192

Not required for hybrid cloud deployments.

Desktop Messaging Service

App servers

KB220020

Not required for hybrid cloud deployments.

CentralApp

Database servers

KB223329

Real-time categories cannot be used in an RTAA rule if the language model associated to these categories is different than the language model associated to the RTAA rule. To use real-time categories in your RTAA rules, install the KB and perform the relevant configuration. For details on the configuration, see Real-Time Agent Assist deployment workflow

After installing the KB and performing the configuration, the categories are made available in the filter.