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Contents
Genesys Widgets TOI
Part of Digital Services, Genesys Widgets is a collection of highly configurable widgets that support a variety of communication channels and capabilities.
Project Core Team
Product Manager - Angelo Cicchitto
Development Lead - Benjamin Friend
Developer – Ranjith Sai
QA - Ramanaraj Angamuthu
Technical Publications - Chrissy Forrest
Useful Links
| Link | Description |
|---|---|
| Box Repository Site | We’ve got two repository links that we use on this page HERE in the Deployment Guide. |
| 9.0 Sharepoint Site | Sharepoint site for the 9.0 release. Here’s where you’ll find the PCT meeting notes, the Packaging Spec and other important folders. |
| Main Project Site | Main team site which is updated regularly by Valentina. It includes things such as:
|
| Launcher Tool | I only use this for screenshots if/when I ever need to update the section in the Deployment Guide on the Launcher Tool. |
| JSON Doc Update Process | Out of date but still useful so you can get an idea of what's done. Process detailing how the Widgets Reference Guide gets updated by Benjamin Friend and myself. See Special Books below for more info. |
| ReadMe Draft Location (9.0) | Includes pages for:
|
Demo Environments
If you need screenshots, contact Ranjith Sai.
October 7th, 2019
DEMO info:
Log in to the customer site:
- Log in to the GSol website: https://core.demo.genesys.com/fregoli/gsol/home# (user/pass - mng/Oct2019!)
- Click on the light bulb icon in the top right corner and make sure "PureEngage" is selected under "Platform"
- Click the Live Assistance icon and open Web Chat
- The login details should be pre-filled so just click "Start Chat" (don't type anything in yet, just proceed to the Agent site steps below)
- If Web Chat is not set as "Available" under the Live Assistance icon, from your Chrome browser window, do a r-click > Inspect then click the "console" tab and enter in the following code in the field at the bottom:
FOR PREM
CXBus.command("ChannelSelector.configure",{channels:[{
enable: true,
clickCommand: 'Callback.open',
readyEvent: 'Callback.ready',
displayName: 'Receive a Call',
icon: 'call-incoming',
ewt: {
display: true,
queue: 'Inbound_Mobile',
availabilityThresholdMin: 999,
availabilityThresholdMax: 99999,
hideChannelWhenThresholdMax: false
}
},{
enable: true,
clickCommand: 'ClickToCall.open',
readyEvent: 'ClickToCall.ready',
displayName: 'Click To Call',
icon: 'call-outgoing',
ewt: {
display: true,
queue: 'Inbound_Mobile',
availabilityThresholdMin: 999,
availabilityThresholdMax: 99999,
hideChannelWhenThresholdMax: false
}
},{
enable: true,
clickCommand: 'WebChat.open',
readyEvent: 'WebChat.ready',
displayName: 'Web Chat',
icon: 'chat',
ewt: {
display: true,
queue: 'Inbound_Mobile',
availabilityThresholdMin: 9999,
availabilityThresholdMax: 99999,
hideChannelWhenThresholdMax: false
}
},{
enable: true,
clickCommand: 'SendMessage.open',
readyEvent: 'SendMessage.ready',
displayName: 'Send Message',
icon: 'email',
ewt: {
display: false
}
},{
enable: true,
clickCommand: 'CallUs.open',
readyEvent: 'CallUs.ready',
displayName: 'Call Us',
icon: 'call-outgoing',
ewt: {
display: true,
queue: 'Inbound_Mobile',
availabilityThresholdMin: 9999,
availabilityThresholdMax: 99999,
hideChannelWhenThresholdMax: false
}
}]});
FOR PEC
CXBus.command("ChannelSelector.configure",{channels:[{
enable: true,
clickCommand: 'Callback.open',
readyEvent: 'Callback.ready',
displayName: 'Receive a Call',
icon: 'call-incoming',
ewt: {
display: true,
queue: 'Inbound_Mobile',
availabilityThresholdMin: 999,
availabilityThresholdMax: 99999,
hideChannelWhenThresholdMax: false
}
},{
enable: true,
clickCommand: 'WebChat.open',
readyEvent: 'WebChat.ready',
displayName: 'Web Chat',
icon: 'chat',
ewt: {
display: true,
queue: 'Inbound_Mobile',
availabilityThresholdMin: 9999,
availabilityThresholdMax: 99999,
hideChannelWhenThresholdMax: false
}
},{
enable: true,
clickCommand: 'CallUs.open',
readyEvent: 'CallUs.ready',
displayName: 'Call Us',
icon: 'call-outgoing',
ewt: {
display: true,
queue: 'Inbound_Mobile',
availabilityThresholdMin: 9999,
availabilityThresholdMax: 99999,
hideChannelWhenThresholdMax: false
}
}]});
Log in to the agent site:
- Follow the instructions here to log into WWE: https://demo.genesyslab.com/gdemo/forms/pureengage/user/my_wwe.jsp
- Use one of the user names provided and then just use your own phone number in the password section (in this format +15061231234)
- Set yourself as "Ready" (use the drop down next to the agent name)
Begin the chat:
- From the Customer site (GSol) start your chat
- From the Agent site (WWE) accept the chat
End the chat:
- From the Customer site (GSol) click the "X" and then "End Chat"
- From the Agent site (WWE) click the checkmark in the top left corner (next to the timer)
Guides
Landing page for Widgets – The Tech Pubs resource is responsible for all the books on this page.
Special Guides
- Widgets Reference – This guide houses API and Configuration info mostly. Ben Friend is responsible for updating this guide through his JSON process. The Tech Pubs resource is responsible for doing a copyedit on all the content in the JSON doc. Only point out where corrections are needed and Ben/Ranjith/Ted will make the corrections in the JSON doc. Ben updates the Draft and the Tech Pubs resource is responsible for publishing the latest version.
- Widgets in PureEngage Cloud – The old PEC Admin guide where Widgets is housed. Out of date. This is now on MintyDocs. Needs soft re-directs added.
Release Notes
- For Hot Fixes we need approval from Ben (Dev), and Ramana (QA)
- For General and Update releases we need approval from Ben/Ranjith (Dev), and Oleksii (QA), and Angelo (PM).
- New features, Defects, or Improvements – Ben or Ranjith are responsible for the “release note” text in the JIRA tickets.
- I create a filter for each release based on the current iteration JIRA ticket and any backlog.
Example: project = CXW AND fixVersion in versionMatches("9\\.0\\.010.*") AND "Release Note" is not EMPTY AND issue != CXW-1963 AND issuetype in (Defect, Task, Epic) ORDER BY issuetype DESC, priority DESC, status ASC, component ASC
- Follow the “Release Notes with JIRA Process”.
- Here are the fields in the RN Generator tool (don't forget the GNINE template but FYI, it's broken in the DRAFT and released versions because 9.0 started in 8.5 for Widgets.)
FIRST PAGE
Component Name: Widgets
SECOND PAGE
Component: Widgets
Draft Type: 9.0.xDraft
Product Short Name: GWC
Product Display Name: Genesys Widgets
Supported Operating Systems: OS-Indep
The Widgets process
Let me give you a run-down as to what ends up happening on my side for documentation. Bottom line, your role is more of a copy editor, rather than a writer on this team.
Side-note, here's a handy guide to the PREM documentation, their corresponding pages in Devon's PEC Admin Guide, and the new MintyDocs locations.
PREM DOC updates:
- Either Ranjith or Ben (both Dev) and sometimes Sabana (also Dev) actually update the documentation.
- Usually a corresponding ticket is created and, once they’ve updated the documentation, they’ll assign that ticket to me.
- I make sure that ticket is linked (“included in”) to the latest iteration DOC plan (for 9.0, It. 14, it’s CXW-2342).
- I will review the change history page of the page that was updated, that they link to in that ticket.
- I essentially do a copy edit (spelling, grammar, our own writing standards, look and feel, and readability).
- If the updates look good, I’ll add a comment into that ticket saying “approved from DOC” and then set the ticket to Resolved and it gets assigned to Oleg Leonenko (QA) to review and close.
- If the updates require massaging, normally I’ll tell them my suggestions in the comments of that ticket, assign the ticket back to whoever assigned it to me, they’ll make the updates, assign it back to me again, and I start back at item #5 above.
NOTE: We do it this way because the Dev team actually makes all the updates to their JSON files and then they run their JSON file through a script that converts that JSON content into wiki-formatted content and then they just overwrite what’s in that topic with the new, converted, wiki content. It’s been their process from the beginning. Ben wanted to be very hands-on with the documentation.
PEC DOC updates:
- Once the above ticket has been closed by QA, it’s safe to include it in the corresponding topic page, if it applies to PEC.
- How can you tell if it applies to PEC? Well:
- That ticket might be labeled “PREM/PEC”; if so, update it. Note: If the labels aren't in the ticket, email Ranjith and ask him to add them in.
- That exact page that was updated on PREM, also appears in the PEC version.
PREM RN/online ReadMe updates:
- Dev adds in the RN text to the tickets once they’ve set it to either Resolved or Closed.
- I used to use a filter like this one - click to expand but, lately, Ranjith has just been emailing me the tickets that pertain to the release in an email so I'll just create a filter listing those tickets.
- I’ll send the RN for PCT approvals (Ranjith or Ben for Dev; Oleg for QA; Angelo for PM).
- I’ll send the RN for a peer review.
- I’ll send the RN for a format check.
- I’ll add in only the new features to the online ReadMe (found HERE). If there are no new features, I’ll add in the boilerplate text, “This release includes only resolved issues.”
- I’ll publish the RN and the online ReadMe.
PEC RN updates:
- Once the RN text has been completely approved (PCT, peer, Editors), I’ll update the PEC RN, and the PEC RN main page manually.
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