Genesys Web Engagement

What is Genesys Web Engagement?

Genesys Web Engagement provides the ability to monitor, identify, and proactively engage web visitors in conversations that match business objectives. Customers are identified using robust business rules that provide a simple and comprehensive means for identifying key customers based on their behavior on your web site and their value to your business.

Key customers are then evaluated, leveraging the full power of Genesys Orchestration, and the best candidates are matched with the best agents, allowing you to better achieve your business objectives, including new customer acquisition, product sales, or customer support.

Helpful Links

Release Notes

• Genesys Web Engagement Backend 8.1.x
• Genesys Web Engagement Frontend 8.1.x
• Genesys Web Engagement Plug-in for Genesys Administrator Extension 8.1.x
• Genesys Web Engagement Plug-in for Interaction Workspace 8.1.x
• Genesys Web Engagement Sample Reporting Templates 8.1.x

Release Advisory

Release Advisory 8.1.x

READ release information: New in 8.1 Releases | Readme

Current documentation set for Genesys Web Engagement 8.1

Deployment GuideUse this book to deploy Genesys Web Engagement

Developer's Guide Use this book to customize Genesys Web Engagement.

API Reference Use this book to customize the REST and Javascript APIs.

Genesys Web Engagement 8.1 Release Information

Click below to see New in This Release and Readme information for 8.1 releases.

[+] Show release information

New in 8.1.x Releases

[+] New in Release 8.1.2

The following new features were added in the 8.1.2 release:

• Support for the capacity vector and multiple agent groups.
• Improved pacing algorithms — progressive/predictive for dual chat traffic (proactive/reactive), blending (chat/voice); the capacity rules are are taken into account.
• Reactive/proactive chat, where you can access pacing information through a RESTful API to enable/disable reactive controls based on the availability of contact center resources.
• Improved notification — fully customizable, including custom UI, letting you push ads, proactive knowledge, offers for multiple medias, and so on.
• Support for the mobile form factor — notification and chat widgets were refactored according to the responsive design.
• Standalone and "dockable"/"floating" chat widgets!
• An open JavaScript chat API that supports "typing preview" and two-way (out-of-band/in-band) data exchange for use cases like surveys and co-browse.
• Avatars (agent personalization)
• Partitioning of the rules — now you can define CEP rules per internet domain.
• Improved performance — capacity of the Frontend Server was improved 10 times.
• Removed the tight dependency on Universal Contact Server (you do not need it the connection tab for the Backend Server anymore).
• Data compression in Cassandra is enabled by default.
• Propagation of IP address — now you can make you decisions based on geolocation.
• Two out-of-the-box sample applications:
  • The Genesys Sample Application for genesys.com that demonstrates features on the live site. It requires web engagement Proxy.
  • The Playground Sample Application that includes an instrumented website and does not require web engagement Proxy. It demonstrates features such as monitoring and engagement of authorized/recognized/anonymous visitors, reactive chat, pacing, customization capabilities "on the fly”, and "agent avatars".
• New developer tools:
  • The "GWM Advanced Proxy", based on the OWASP Zed Attack Proxy Project — provides a user interface, acts as a development/debugging tool for building a Web Engagement application, and Attack proxy for finding vulnerabilities in web apps at the same time.
  • The "InTools" — Chromium browser with pre-installed Web Engagement DSL Editor extension that enables you to create, validate, and test DSL.
• Refactored documentation that comes with a "quick start" guide.
• Interoperability between Genesys Web/Proactive Engagement and Genesys Co-browse.
• Upgraded versions of third-party components, such as:
  • CometD version is now 2.8.0
  • Jetty version is now jetty-8.1.14.v20131031
  • Cassandra version is now 1.2.15
• Support for the latest versions of second-party (Genesys) components. See Genesys Environment for details.
• New Launcher app to start the Frontend and Backend Servers.
• Improved support for segmentation of monitoring and engagement traffic — ability to configure separate endpoints.
• Simplified SCXML — the REST-based engagement workflow is discontinued, plus various optimizations.
• Updated interaction queues:
  • A new queue, Webengagement_Timeout, allows you to count engagement attempts that were ignored by the visitor and timed out.
  • The WebEngagement_EngagementLogic.queueBased.Incoming queue is no longer included. Instead, the product uses the Webengagement_Qualified queue as the entry-point into the Engagement Logic strategy.
  • The WebEngagement_ChatRouting.webme_chat.WebME_ChatQueue queue is renamed to Webengagement_Chat.
  • The WebEngagement_ChatRouting.chat_work.WebME_ChatWork queue is no longer included.
• Web Engagement no longer requires the Webengagement Transaction object in Configuration Server. The URL of the Backend Server is now passed into the Engagement Logic Strategy through the Enhanced Routing object properties.
• The Stat Server name is now passed into the default Chat Routing Strategy through the Enhanced Routing object properties. Previously, the name was hard-coded.
• New Composer project, WebEngagement_CEPRule_Templates_85, in addition to WebEngagement_CEPRule_Templates. This new project provides better wording for the Rule Templates.

[+] New in Release 8.1.1

The following new features were added in the 8.1.1 release:

• Integrated Proactive Chat and Proactive Web Callback
  • Optimization / Pacing of Proactive Engagement Invitations
  • Included Web Engagement applications for proactive Genesys Chat and Genesys WebCallback
• Behavior Rules Authoring for simplified tooling of web pages
  • Categorization - Key word and regular expressions for out-of-the-box web page identification
  • Out-of-the-box business events for capturing searches and timeout as part of behavior rules
  • Out-of-the-box rule templates and business rules interface for defining engagement rules based on customer behavior
  • Support for advanced business events to capture events not covered by categories
  • Business user friendly UIs for creating both Categories and Business rules
• Monitoring and data storage of customer web activity
  • Storage of web history for authenticated customers
  • RESTful API for full access to web history
• Integrated Agent Interface for Interaction Workspace
  • Out-of-the-box agent desktop support
  • Live monitoring of customer during engagement
  • Integrated view of web history
• Reporting – historical and real time
  • Templates for out-of-the-box real-time interaction reporting of Web Engagement
• Integrated with core Genesys product suite

Genesys Web Engagement 8.1.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 2013–2014 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.

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