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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 2018 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:

The following new features were introduced in the 9.0.006.02 release:

  • This release of Widgets introduces support for Quick Replies, as part of Rich Messaging Templates. Quick Replies are predefined visual elements (chips) offered to users during a Chat session, and act as a shortcut for textual answers.
  • Genesys Widgets now supports Deployment IDs. This allows you to specify multiple configurations, each with a unique deployment ID, that prevents cookies and other session data from carrying over to a page with a different deployment ID. For example, you can use one deployment ID for your public site and one deployment ID for users who are logged in to prevent an authenticated chat from restoring after the user logs out.

The following new features were introduced in the 9.0.005.00 release:

  • There were no new features in this release however the following enhancement was made:
    • New x-api-key header is added to the list of configurable headers

The following new features were introduced in the 9.0.004.02 release:

  • Genesys Widgets now supports fetching estimated wait time (EWT) for a single virtual-queue or for a group of virtual-queues.
  • A fully qualified domain name (FQDN) is no longer required for cookies to persist across page refreshes. Test environments like 'localhost' or direct IP addresses are now compatible with our cookies. Previously, cookie-based features like WebChat restore did not function on a site without a FQDN.

The following new features were introduced in the 9.0.003.03 release:

  • Genesys Widgets can now automatically lazy-load plugins from separate files, instead of loading one large file containing all plugins.
  • Improved scrollbar usability across platforms.
  • A new "before()" method in CXBus plugins allows you to trigger actions before a chosen command executes, manipulate options passed to the command, or block execution of the command.
  • The Toaster plugin has a new event, Toaster.opened, that is published when a toast is opened.

The following new features were introduced in the 9.0.002.06 release:

  • Each widget now publishes a new Interaction Lifecycle Event (“submitted”) whenever a form is submitted by a visitor. This event includes standard lifecycle metadata including the Form Registration data submitted by a visitor when starting a new interaction (WebChat, SendMessage, Callback, and ClickToCall). This can be used for more accurate client-side JavaScript logic alongside other Interaction Lifecycle Events published by Widgets.
  • The Authorization header sent by WebChat over HTTP(s) can now be configured to support an organization’s security and authentication gateways. Support includes standard REST mode and CometD (long-polling) mode. Authorization Header is not supported over WebSockets transport.
  • Introduced support for Knowledge Center 9.0, in addition to Knowledge Center 8.5.

The following new features were introduced in the 9.0.001.04 release:

  • The KnowledgeCenterService widget now exposes API events.
  • The new ClickToCall widget allows customers to request a phone number to dial the customer service, and optionally an access code to enter as dual-tone multi-frequency (DTMF).
  • The Callback Widget is now redesigned to appear as docked in the bottom-right of the web page for desktop browsers which allows for greater flexibility when customizing input fields and labels.
  • It is now possible to customize labels and input fields in the registration form so they can be propagated as Key Value Pairs (KVP) to the Callback API.
  • The Offers Widget now provides an option to use client-side localization.

The following new features were introduced in the 9.0.000.08 release:

  • The new Offers Widget is now available to offer advertising or marketing content to site visitors, and redirect to the appropriate URL. Multiple content layouts are available, including the capability to show text, images, and embed video from external sources such as YouTube and Vimeo.
  • The new design of the Chat Widget provides improved usability:
    • New input area and Send button to submit new messages
    • Easier access to in-app Chat features like File Transfer, Emojis and Co-browse
    • New Chat avatars and Chat bubbles layout
    • Improved Inactivity Timeout handling
    • New character counter which highlights when 10 or fewer characters remain

The following new feature was introduced in the 8.5.009.03 release:

The following new features were introduced in the 8.5.008.08 release:

  • Additional parameters to Search Widget.
  • When initiating a new interaction, Callback and Send Message Widgets can now send additional UserData relevant to Genesys Web Engagement and Engagement Manager.
  • Sidebar widget is now available, for mobile and desktop browsers, enabling users to trigger any widget from a customizable list of Widgets icons.
  • Support for building Customized WebChat Registration Forms.
  • Anonymous Chat: based on Customized WebChat Registration Form, you can now start a Chat session by providing a Nickname value instead of First Name and Last Name.
  • Additional event metadata for improved event handling.
  • Support for Microsoft Edge desktop browser. See "Browser Support for: Genesys Widgets (Customer-Facing) User Interface" on the Supported Operating Environment: eServices page for more detailed information and a list of all supported browsers.

The following new features were introduced in the 8.5.007.03 release:

  • WebChat widget now exposes a new parameter, maxMessageLength to limit the length of messages sent during a chat session.
  • A new webchat configuration option, disableWebSockets has been added to enable and disable the use of websockets when connecting to GMS via CometD.
  • WebChat CometD configuration option now arranges all WebChat CometD options inside an object named cometD. This provides a more organized, and easy to understand set of options specific to cometD in WebChat. See WebChatService Configuration for more details.

The following new feature was introduced in the 8.5.006.07 release:

  • Redesigned Genesys Widgets with new icons and Genesys logo to align with new Genesys branding.

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 both 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

9.0.006.02

8.5.006.07


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
This page was last modified on August 14, 2018, at 10:50.