Genesys Co-browse

Important

Genesys Co-browse 8.5 and 9.0 entered End of Life (EOL) on January 19, 2022. It enters End of Maintenance on July 19, 2023, and reaches End of Support on January 31, 2024. If you have questions, contact your account representative.

Genesys Co-browse allows an agent and a customer to navigate (browse) the same web page at the same time. With Genesys Co-browse, the agent and the customer "share" the same instance of the web page (or browser window), unlike a conventional screen sharing application, where one of the parties sees the image of the other party's browser instance or the whole desktop. Genesys Co-browse provides processing of highly dynamic web pages of contemporary web sites. Genesys Co-browse requires no plug-ins, no downloads, and no applets. It is a pure JavaScript and HTML solution integrated with existing Genesys infrastructure.

Genesys Co-browse falls under the Digital product category of the Genesys Engage offering.

For more information about the Co-browse solution, see the following:

• Co-browse Overview

What's New

Genesys Co-browse is part of 9.x, 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.x.

All 9.x products	9.x Genesys Co-browse Release Notes
Product	Component	Latest	Starting
Genesys Co-browse
	eServices Manager Plug-in for GAX	9.0.000.08	9.0.000.08
	Genesys Co-browse Plug-in for Workspace Desktop Edition	9.0.005.47	9.0.000.06
	Genesys Co-browse Server	9.0.016.09	9.0.000.07

Product Alerts

9.x Product Alert

Documentation

Deployment Guide

Use this book to deploy Genesys Co-browse.

Developer's Guide

Use this book to customize Genesys Co-browse.

API Reference

Find information about the available public APIs.

Plug-in for Workspace Desktop Edition Help

Use this help file as a guide for the plug-in.

More Release Information

Other Genesys Resources

Legal Notices

Release Notes

Genesys Co-browse Server 8.5.x Release Note

Genesys Co-browse Plug-in for Workspace Desktop Edition 8.5.x Release Note

Genesys Co-browse Sample Reporting Templates 8.5.x Release Note

Documentation

Deployment Guide

Use this book to deploy Genesys Co-browse.

Developer's Guide

Use this book to customize Genesys Co-browse.

API Reference

Find information about the available public APIs.

Genesys Co-browse plug-in for Interaction Workspace Help

Use this help file as a guide for the plug-in.

Genesys Co-browse 8.5 Release Information

Click below to see New in This Release, Readme, and Product Alerts information for 8.5 releases.

[+] Show release information

New in 8.5.x Releases

[+] New in Release 8.5.1

The following new features were added in the 8.5.1 release:

• The Co-browse plug-in now optionally attaches additional data to a primary interaction (chat or voice). This attached data includes the following reporting metrics:
  • CoBrowseWriteModeDuration
  • CoBrowseStartPageURL
  • CoBrowseStartPageTitle
  • CoBrowseWriteModeStartPageURL
  • CoBrowseWriteModeStartPageTitle

To enable extended attached data, set the extendedAttachedData value to true in the cobrowse section of your Workspace Desktop Edition application in Genesys Administrator.

• The Co-browse Plug-in for Workspace Desktop Edition now supports the following:
  • Microsoft Edge
  • Windows 10
• Co-browse now supports Microsoft Edge.
• For added security, Co-browse now supports token-based authentication between Co-browse Server and Workspace Desktop Edition.
• Co-browse now synchronizes scrolling positions for individual HTML elements. Previously, scrolling was only synchronized for the page itself and for iframes. Scrolling is synchronized from the end user to the agent and vice versa.
• When proxying resources, such as CSS and fonts, Co-browse now explicitly sets the port only if it is also set explicitly on the proxied resource URL. Previously, Co-browse would incorrectly add the port even if not included in the incoming resource. For example, when proxying https://example.com/styles.css, Co-browse would set the Host header to example.com:443. Now it will correctly leave out the port, setting it instead to example.com.
• Co-browse now always enforces synchronization of image dimensions. Even when an agent's browser is unable to load an image, the image stays the same size as in the customer's browser.
• Co-browse now logs when a session ends when using info level for logging. Previously, Co-browse in info level only logged when a session was created, and session end was logged with the debug level.
• You can now control and limit third-party iframes for agents in a Co-browse session. Use the allowedThirdPartyDomains option to configure third-party iframes. Also see, Co-browsing in iframes.
• Co-browse no longer synchronizes input elements with type hidden. This leads to better stability and decreases traffic consumption within website frameworks which rely heavily on storing application state information in hidden fields.
• Support for Scalable Vector Graphics (SVG) in Co-browse sessions.
• Reduced message size for Co-browse sessions reduces network traffic by 1.25-1.5 times, depending on the website.
• Updated the jQuery library shipped with Co-browse version 1.8.2 to 1.12.4. The jQuery library is hidden within Co-browse JavaScript:
  • Co-browse's jQuery library never conflicts with the jQuery library of your website.
  • You do not require jQuery for Co-browse to work.
• Support for the following browsers. See Browser Support for: Genesys Co-browse User Interface on the Supported Operating Environment: Genesys Co-browse page for more detailed information and a list of all supported browsers.
  • Safari 9
  • Safari 10
• Support for Red Hat Enterprise Linux 7 operating system. See the Supported Operating Environment: Genesys Co-browse page for more detailed information and a list of all supported operating systems.
• Genesys Co-browse is deprecating support for the Built-in Chat Widget

[+] New in Release 8.5.0

The following new features were added in the 8.5.0 release:

New in 8.5.002.00:

• Extended monitoring functionality:
  • New Logging reporter allows you to report metric values in the console or in a log file.
  • Co-browse Server now generates Monitoring Alarms that you can use to improve Co-browse performance.
• Now only the agent browser uses the cluster URL. The consumer's browser always uses the URL in the JS instrumentation for css-proxy and url-proxy.

New in 8.5.001.08:

• Added support for pages that use the <base> HTML tag.
• Introduced Co-browse privilege in version 8.5.001.09 of the Co-browse Plug-in for Workspace Desktop Edition.

New in 8.5.001.05:

• Security enhancements—added compliance to OWASP recommendations
• Extended application monitoring—exposed operational metrics through JMX interface
• New configuration using Co-browse Server Cluster application allows the properties of a cluster to be configured under one application instead of configuring each individual node separately
• This release eliminates Flash of Unstyled Content (FOUC) while rendering the web page view for agents

New in 8.5.000.30:

• Support for Pointer Mode.
  
  Co-browsing now supports Pointer Mode (Read-Only with mouse click highlighting). In 8.5.0, Co-browse sessions begin in Pointer Mode where the agent can guide the customer using his or her mouse pointer. In Pointer Mode, the agent can not enter information into the webpage or navigate the customer's browser. If the agent needs to enter information into the web page and navigate the customer's browser, he or she must send the customer a request to enter Write Mode. By having two different Co-browse modes, the customer controls how much an agent can interact with his or her browser.
• External Cassandra cluster support through the new Cassandra Resource Access Point Application object.
• Co-browse Reporting Templates for Pulse
• Common Chat reporting Templates for Pulse
• JDK 1.8 support
• Support of Solaris 10 64 bit for Co-browse Server
• Genesys Co-browse requires Workspace Desktop Edition starting with release 8.5.000.30.

Genesys Co-browse 8.5.x Readme

[+] Additional Resources

Genesys Customer Care links:

• Genesys Care Support Guide for On-Premises
• Genesys Customer Care website

Licensing:

• Genesys Licensing Guide
• Licensing section of the Genesys Migration Guide

Information on supported hardware and third-party software is here:

• Supported Operating Environment Reference
• Genesys Supported Media Interfaces Guide
• Genesys Interoperability Guide

[+] Read the Legal Notices

Copyright

All Genesys software is © Copyright 2015 Genesys Cloud Services, 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 Cloud Services, 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.

NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227- 19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

Genesys Co-browse 8.5.x Product Alerts

The following information applies to Genesys 8.5.x software and is important for you to note.

[+] Show Product Alerts

• Starting with the 8.5.100.11 release of Genesys Co-browse, Genesys is deprecating the Built-in Chat Widget and its APIs in preparation for discontinuing support in the upcoming 9.0 release.

  This functionality is now available through a single set of consumer-facing digital channel APIs that are part of Genesys Mobile Services (GMS), and through Genesys Widgets, a set of productized widgets that are optimized for use with desktop and mobile web clients, and which are based on the GMS APIs.

  Genesys Widgets provide for an easy integration with Co-browse, allowing you to proactively serve these widgets to your web-based customers.

  Important

  Although the deprecated APIs and Built-in Chat Widget will be supported for the life of the 8.5 release of Co-browse, Genesys recommends that you move as soon as you can to the new APIs and to Genesys Widgets to ensure that your functionality is not affected when you migrate to the 9.0 release.

  • Note that this support for the Built-in Chat Widget and its APIs will not include the addition of new features and that bug fixes will be limited to those that affect critical functionality.

  ---

  • Support for the Genesys Co-browse Plug-in for Interaction Workspace is discontinued in the 8.5.0 release. Going forward, use the Co-browse Plug-in for Workspace Desktop Edition 8.5.x.

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Important

Genesys Co-browse 8.1 entered End of Life (EOL) on May 31, 2019. It enters End of Maintenance on November 30, 2020, and reaches End of Support on May 31, 2021. If you have questions, contact your account representative.

Release Notes

Genesys Co-browse Server 8.1.x Release Note

Genesys Co-browse Plug-in for Interaction Workspace 8.1.x Release Note

Genesys Co-browse Plug-in for Workspace Desktop Edition

Genesys Co-browse Sample Reporting Templates 8.1.x Release Note

Documentation

Deployment Guide

Use this book to deploy Genesys Co-browse.

Developer's Guide

Use this book to customize Genesys Co-browse.

API Reference

Find information about the available public APIs.

Genesys Co-browse plug-in for Interaction Workspace Help

Use this help file as a guide for the plug-in.

Readme and Advisory

Genesys Co-browse 8.1 CD Readme

Genesys Co-browse 8.1.x Release Advisory