Genesyslab Sample

Purpose: To run and customize the Genesyslab Web Engagement Sample.

Description

The Genesyslab Engagement Sample provides scripts to build a Genesys Web Engagement application and test category-based capabilities through a specific proxy. Scripts create a custom application, including all the mandatory materials, such as the rules templates, the SCXML, the DSL scripts, and the Genesys Web Engagement servers, usable in a pre-packaged virtual environment. In a few clicks, without modifying your website, Genesys Web Engagement features will show up on a set of web pages, according to the rules and categories that you created.
For further information on the product's architecture, read Architecture. The Genesyslab Sample is provided as a zip file containing the following directory structure:

• apps—Contains the applications created with the .bat scripts.
• plug-ins—Contains the Interaction Workspace and Genesys Administrator eXtension plugins.
• servers—Contains the Genesys Web Engagement Servers.
• templates—Contains templates for the Genesys Web Engagement Servers.
• tools—Contains additional tools, including provisioning for the Genesys solution.
• rules—Contains the rules for Genesys Rules Authoring Tool.

GWE-WebMeFolderCapture.PNG

Get Started with the Genesyslab Example

The Genesyslab sample is a sub-directory in the apps folder, already configured. To play with this sample, you need to accomplish the Genesys Web Engagement Application Development Workflow, step-by-step, as detailed in Develop your Application:

1. Publish the CEP Rules Template. After you build and deploy the application, the rules.drl file, which is created by default for the Genesyslab sample in \apps\genesyslab\storage, is copied to the Frontend Server.
2. Build and deploy the application.
3. Start your Genesys Web Engagement servers.
4. Instead of creating rules, you can simply import the rules available in the apps\genesyslab\rules directory.
5. Test with GWMProxy: You must use the proxy to add your sample code to Genesyslab.com webpages.

You do not need to complete the following tasks in the Application Development Workflow:

1. You do not need to create categories; provisioning automatically creates them.
2. You do not need to create additional business events; they are already created.

Test Genesyslab Scenarios

To test the scenarios, you need to follow the steps detailed in the section above. If you restart your virtual environment, you should check that both eServices and Genesys Administrator Extension are started. In this case, open Genesys Administrator and check that all the Genesys Web Engagement servers and all the servers available in their connections are running. You need to have your solution configured and started; an agent must be available and Interaction Workspace must be started. Rules and categories defined for the Genesyslab sample application allow you to test the following use cases:

Scenario Name	Navigation in Genesyslab.com
Singleton1 + timeout	Click Contact Us and wait 10 seconds for the timeout.  By default, the timeout is 10 seconds and is specified in the following DSL file: C:\GCTI\WebMe\apps\genesyslab\frontend\src\main\webapp\wmresources\dsl\domain-model.xml.
Singleton2	Navigate to the Log in link (upper right corner).
Sequence	Navigate to Products > Web Customer Service > Web Engagement > Overview, then to Features.
Set	You have two possible scenarios: Navigate to Solutions, then Products. Navigate to Products, then Solutions.
Counter	Click Blog, then navigate to any other page, then back to Blog, again to other page, and back to Blog. You should navigate to Blog three times, all together.
Search by keyword	Type web engagement in the Search box, then click Search or press enter.

A pop-up window starts the engagement process. You can:

• Reject the engagement.
• Accept the voice callback or the chat conversation (if you modified the servers' options).

Then, by default, a registration form is displayed first to identify the customer. By default, Genesys Web Engagement is configured for progressive pacing algorithm. The Engagement type is specified by the wmsg.scxmlEngagementChannel option of the Web Engagement Backend Server. You can modify this option in Genesys Administrator:

• Open Genesys Administrator. Navigate to PROVISIONING > Environment > Applications. Double-click on your server's application name.
• Edit the wmsg.connector.defaultEngagementChannel option in the Options > service:wmsg section. Valid values are proactiveChat or proactiveCallback. If no value is specified (default), the pacing algorithm will be effective.

The following screenshot shows a proactive offer for chat, based on the "Singleton with Timeout" scenario.