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Copyright

All Genesys software is © Copyright 2016 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.

New in Release 8.5.0

The following new features were introduced in the 8.5.005.30 release:

  • Widgets can now subscribe to new chat messages notifications over CometD channel. When enabled, this feature replaces the periodic polling of messages towards Genesys Mobile Services node. In this release, the file transfer functionality is not available when CometD is enabled.
  • WebChat and ChannelSelector widgets provide improved behaviour on desktop browsers, as the scrollbar can now be used to scroll the Widget’s content accordingly.

The following new features were introduced in the 8.5.005.08 release:

  • Widgets will now honor the timeout value sent by Web Engagement or Engagement Manager during a proactive invite. Once this timeout value expires, the disposition code timeout will be sent, and the invite will be considered ignored.
  • Chat Widget can now accept configuration parameters from Web Engagement or Engagement Manager when a proactive Chat Invitation is offered. The features that can be dynamically configured include invitation text, timeout, chat registration data, and bypass registration forms if the user information is known.
  • Genesys Widgets now supports seamless integration with Genesys Web Engagement. Customers can now proactively offer Chat, Callback and Send Message widgets using business rules to customers based on monitoring of customer behavior on the web. For more information see Media Integration.
  • Genesys Widget can now publish a configurable set of Widget Events to Genesys Web Engagement or Engagement Manager. This feature will allow customers to monitor widget usage for reporting purposes and also take actions based on them via business rules.

The following new features were introduced in the 8.5.004.26 release:

  • Customers who are on a phone call will now be able to request co-browsing assistance from the agent via the Channel Selector widget. Customers on chat can continue to start co-browse directly from the Chat Widget.

The following new features were introduced in the 8.5.004.19 release:

  • Co-browse with an ongoing call: Co-browse can now be started from the CallUs Widget for users that want to start co-browse while in a call with an agent.
  • Chat File Transfer: It is now possible to send and receive files inside of a chat session.

The following new features were introduced in the 8.5.004.09 release:

  • Callback Widget: The user is able to request a callback to Genesys Callback. There are three configurable modes:
    • Immediate Callback: Callback is requested to be executed as soon as possible.
    • Freely Scheduled Callback: Callback is requested at a date and time chosen by the user, within the configurable business hours.
    • Capacity-based Scheduled Callback: Genesys Callback capacity is taken into account, in order to offer the user only available time slots for the callback.
  • Knowledge Search Widget: This widget allows the web user to search for articles stored in the Genesys Knowledge Center.
  • Chat Deflection to Knowledge Center: This capability allows Genesys Knowledge Center results to be visible on the Chat Widget while the user is waiting on the Chat Widget for an agent to join the chat session.

The following new features were introduced in the 8.5.003.17 release:

  • ChannelSelector Widget with Estimated Waiting Time: Users can now choose among different customer service channels (phone, chat, message) by using this Widget, and are also informed of the estimated waiting time for each channel.
  • CallUs Widget: Displays the phone number and other configurable information for a customer service in your Contact Center.

The following new features were introduced in the 8.5.003.06 release:

  • Send Message Widget: Users can now send an email with attachments to customer service. Mobile version of the widget included.
  • Links in plain messages: The Chat Widget is able to detect HTTP URLs in plain messages and render them as hyperlinks. Previously, only notices of type PUSH_URL would render as hyperlinks.
  • Send and receive CUSTOM notices through API: Received chat notices of type CUSTOM are now published as events through the Widgets Bus.

The following new features were introduced in the 8.5.002.05 release:

  • Mobile Browser Support: Widgets now adapts to small screens as well as vertical and horizontal orientations for mobile users.
  • Chat Typing Preview: Widgets now supports Typing Preview, a feature by which the agent receives a preview of what the customer is typing before the customer clicks the Send button.

The following new feature was introduced in the 8.5.001.04 release:

  • Genesys Web Engagement integration for Proactive Chat

The following new features were introduced in the 8.5.000.11 release:

  • Chat Widget
  • Co-Browse from Chat

Copyright

All Genesys software is © Copyright 2017-2019 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:

Genesys Widgets 9.0 Product Alerts

  • As announced in version 9.0.010.02, customers must migrate to new CDN URLs, as the legacy URLs at app.genesys.cloud are now disabled, and will not be kept up to date with any later versions.
[+] The following new features were introduced in the 9.0.014.06 release:
[+] The following new features were introduced in the 9.0.014.05 release:
[+] The following new features were introduced in the 9.0.014.00 release:
[+] The following new features were introduced in the 9.0.013.06 release:
[+] The following new features were introduced in the 9.0.013.03 release:
[+] The following new features were introduced in the 9.0.013.02 release:
[+] The following new feature was introduced in the 9.0.012.01 release:
[+] The following new feature was introduced in the 9.0.011.00 release:
[+] The following new features were introduced in the 9.0.010.04 release:
[+] The following new features were introduced in the 9.0.010.02 release:
[+] The following new features were introduced in the 9.0.009.06 release:
[+] The following new features were introduced in the 9.0.009.04 release:
[+] The following new features were introduced in the 9.0.008.04 release:
[+] The following new features were introduced in the 9.0.007.09 release:
[+] The following new features were introduced in the 9.0.007.08 release:
[+] The following new features were introduced in the 9.0.007.07 release:
[+] The following new features were introduced in the 9.0.006.02 release:
[+] The following new features were introduced in the 9.0.005.00 release:
[+] The following new features were introduced in the 9.0.004.02 release:
[+] The following new features were introduced in the 9.0.003.03 release:
[+] The following new features were introduced in the 9.0.002.06 release:
[+] The following new features were introduced in the 9.0.001.04 release:
[+] The following new features were introduced in the 9.0.000.10 release:
[+] The following new features were introduced in the 9.0.000.08 release:
[+] The following new features were introduced in the 8.5.009.03 release:
[+] The following new features were introduced in the 8.5.008.11 release:
[+] The following new features were introduced in the 8.5.008.10 release:
[+] The following new features were introduced in the 8.5.008.08 release:
[+] The following new features were introduced in the 8.5.007.03 release:
[+] The following new feature was introduced in the 8.5.006.07 release:

Genesys Widgets

Genesys provides streamlined, lightweight, extensible, and mobile optimized widgets. By embedding widgets on your website, you can obtain great customer experiences powered by Genesys PureEngage Cloud or Premise. Genesys Widgets provide the ability for your customer to access self or assisted services and can also be personalized and proactively offered based on monitoring of your user’s web navigation patterns.

Chat Widget, for example, is a widget which allows customers to chat with a representative. It brings the best-in-class chat capabilities like data masking, typing notifications, read receipts and file transfer capabilities within a user interface that is optimized for both desktop and mobile browsers.

Genesys Widgets is a collection of highly configurable widgets that support a variety of communication channels and capabilities. While we continue to add more widgets and capabilities to this product, it also allows new extensions to be built and integrated in order to provide a true omnichannel customer experience.

Genesys Widgets are able to integrate with your website scripts. By using the Widget Bus API, you are able to invoke Widget Commands, or receive useful information from Widget Events. For example, you can launch Widgets from your own scripts, or execute custom code when a Widget is closed.

Note: Genesys Widgets require cookies to function. Cookies are utilized to save UI states and maintain active sessions with an agent while users navigate the website.


CXWChatWidget 082017.png

What's New

Genesys Widgets is part of 9.0, which can include component releases from 9.1.x, 9.0.x, and 8.5.x code streams. Use the table below to check which component releases are part of 9.0.

All 9.0 products 9.0 Genesys Widgets Release Notes
Product Component Latest Starting

Genesys Widgets

Widgets

9.0.014.06

8.5.006.07

Product Alerts


Documentation

Deployment Guide

Deploy Genesys Widget.

Widgets Reference

Reference guide for Widgets which includes configuration and API details.

Widget BUS Guide

Reference guide for the Widget Bus API.

More Release Information


Genesys Widgets Videos

Below are some helpful videos outlining updates and functionality of Genesys Widgets.

[+] Click here to view videos for Genesys Widgets 9.0

What's New

Release Notes

Documentation

Deployment Guide

Deploy Genesys Widget.

Widgets Reference

Reference guide for Widgets which includes configuration and API details.

Widget BUS Guide

Reference guide for the Widget Bus API.


More Release Information


Genesys Widgets Videos

Below are some helpful videos outlining updates and functionality of Genesys Widgets.

Videos for Genesys Widgets 8.5.0

[+] Click here to view videos for Genesys Widgets 8.5.0
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This page was last modified on August 12, 2019, at 12:49.