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.
For more information about Web Engagement, see the following:
Helpful Links
READ release information: New in 8.1 Releases | Readme
Documentation set for Genesys Web Engagement 8.1.2
Deployment GuideUse this book to deploy Genesys Web Engagement.
Developer's Guide Use this book to customize Genesys Web Engagement.
API Reference Find information about the REST and Javascript APIs.
User's Guide Find information about reporting, rules, business events, categories, and the InTools application.
Quick Start Guide Find out how to get GWE up and running in no time with the Playground application.
Troubleshooting Find basic troubleshooting information.
Interaction Workspace Plug-in Help Learn how to use the GWE plug-in for Interaction Workspace.
Genesys Web Engagement 8.1 Release Information
Click below to see New in This Release and Readme information for 8.1 releases.
[+] Show release informationNew in 8.1.x Releases
[+] New in Release 8.1.2The 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 ResourcesGenesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
[+] 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.
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:
Restlet is distributed under terms of the Apache Public License 2.0.
JaxB 2.0 RI is distributed under terms of the Common Development and Distribution License 1.0
US Government Notice (Java Activation Framework) - If Software is being acquired by or on behalf of the U.S. Government or by a U.S. Government prime contractor or subcontractor (at any tier), then the Government's rights in Software and accompanying documentation will be only as set forth in this Agreement; this is in accordance with 48 CFR 227.7201 through 227.7202-4 (for Department of Defense (DOD) acquisitions) and with 48 CFR 2.101 and 12.212 (for non-DOD acquisitions).
This product includes JCIP Annotations (http://www.jcip.net).
This product contains software developed by the Apache Software Foundation (http://www.apache.org).
This product includes annotations from JCIP under Creative Commons Attribution License.
This product includes ANTLR Parser Generator.
This product includes software developed by the Indiana University Extreme! Lab (http://www.extreme.indiana.edu/).
This product includes software developed by the Visigoth Software Society (http://www.visigoths.org/).
This product includes software from Dom4J (http://www.dom4j.org).
This product includes software under the W3C Software Notice and License Copyright 1994-2002 World Wide Web Consortium, (Massachusetts Institute of Technology, Institut National de Recherche en Informatique et en Automatique, Keio University). All Rights Reserved. http://www.w3.org/Consortium/Legal/.
This product includes software developed by the OpenSymphony Group (http://www.opensymphony.com/).
This product includes LibTIFF software developed by Sam Leffler at Silicon Graphics.
This product includes software developed by Vladimir R. Bossicard as well as other contributors (http://junit-addons.sourceforge.net/).
This product includes JOTM software from the World Wide Web Consortium and other contributors.
This product includes software developed by the JDOM Project (http://www.jdom.org/).
This product includes software developed by the Jaxen Project (http://www.jaxen.org/).
This product includes software developed by Clinton Begin (http://www.ibatis.com/).
This product includes Hypersonic SQL.
This product includes CometD software developed by Dojo Foundation (http://cometd.org).
This product includes Dom4J, developed by the Dom4J Project (http://www.dom4j.org).
This product includes software developed by Andy Clark.
This product contains bsdiff, bspatch copyright 2003, 2004 Colin Percival, distributed under BSD Protection License.
Chromium software is based in part on the work of the Independent JPEG Group. The Graphics Interchange Format(c) is the Copyright property of CompuServe Incorporated. GIF(sm) is a Service Mark property of CompuServe Incorporated.
OCmock is distributed under terms of a BSD type license: Copyright (c) 2004-2011 by Mulle Kybernetik. All rights reserved. Permission to use, copy, modify and distribute this software and its documentation is hereby granted, provided that both the copyright notice and this permission notice appear in all copies of the software, derivative works or modified versions, and any portions thereof, and that both notices appear in supporting documentation, and that credit is given to Mulle Kybernetik in all documents and publicity pertaining to direct or indirect use of this code or its derivatives. THIS IS EXPERIMENTAL SOFTWARE AND IT IS KNOWN TO HAVE BUGS, SOME OF WHICH MAY HAVE SERIOUS CONSEQUENCES. THE COPYRIGHT HOLDER ALLOWS FREE USE OF THIS SOFTWARE IN ITS "AS IS" CONDITION. THE COPYRIGHT HOLDER DISCLAIMS ANY LIABILITY OF ANY KIND FOR ANY DAMAGES WHATSOEVER RESULTING DIRECTLY OR INDIRECTLY FROM THE USE OF THIS SOFTWARE OR OF ANY DERIVATIVE WORK.
This product includes software developed by the JDOM Project (http://www.jdom.org/).
This product includes software developed by the Spring Framework Project (http://www.springframework.org).
This product includes Jquery.localize.js, distributed under terms of the MIT license.
This product includes jquery-validation.js, distributed under terms of the MIT license.
This product includes impress.js, distributed under terms of the MIT license.
This product includes jquery.scrollTo, distributed under terms of the MIT license.
Helpful Links
READ release information: New in 8.1 Releases | Readme
Documentation set for Genesys Web Engagement 8.1.1
Deployment GuideUse this book to deploy Genesys Web Engagement
Developer's Guide Use this book to customize Genesys Web Engagement.
API Reference Find information about 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 informationNew in 8.1.x Releases
[+] New in Release 8.1.2The 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 ResourcesGenesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
[+] 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.
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:
Restlet is distributed under terms of the Apache Public License 2.0.
JaxB 2.0 RI is distributed under terms of the Common Development and Distribution License 1.0
US Government Notice (Java Activation Framework) - If Software is being acquired by or on behalf of the U.S. Government or by a U.S. Government prime contractor or subcontractor (at any tier), then the Government's rights in Software and accompanying documentation will be only as set forth in this Agreement; this is in accordance with 48 CFR 227.7201 through 227.7202-4 (for Department of Defense (DOD) acquisitions) and with 48 CFR 2.101 and 12.212 (for non-DOD acquisitions).
This product includes JCIP Annotations (http://www.jcip.net).
This product contains software developed by the Apache Software Foundation (http://www.apache.org).
This product includes annotations from JCIP under Creative Commons Attribution License.
This product includes ANTLR Parser Generator.
This product includes software developed by the Indiana University Extreme! Lab (http://www.extreme.indiana.edu/).
This product includes software developed by the Visigoth Software Society (http://www.visigoths.org/).
This product includes software from Dom4J (http://www.dom4j.org).
This product includes software under the W3C Software Notice and License Copyright 1994-2002 World Wide Web Consortium, (Massachusetts Institute of Technology, Institut National de Recherche en Informatique et en Automatique, Keio University). All Rights Reserved. http://www.w3.org/Consortium/Legal/.
This product includes software developed by the OpenSymphony Group (http://www.opensymphony.com/).
This product includes LibTIFF software developed by Sam Leffler at Silicon Graphics.
This product includes software developed by Vladimir R. Bossicard as well as other contributors (http://junit-addons.sourceforge.net/).
This product includes JOTM software from the World Wide Web Consortium and other contributors.
This product includes software developed by the JDOM Project (http://www.jdom.org/).
This product includes software developed by the Jaxen Project (http://www.jaxen.org/).
This product includes software developed by Clinton Begin (http://www.ibatis.com/).
This product includes Hypersonic SQL.
This product includes CometD software developed by Dojo Foundation (http://cometd.org).
This product includes Dom4J, developed by the Dom4J Project (http://www.dom4j.org).
This product includes software developed by Andy Clark.
This product contains bsdiff, bspatch copyright 2003, 2004 Colin Percival, distributed under BSD Protection License.
Chromium software is based in part on the work of the Independent JPEG Group. The Graphics Interchange Format(c) is the Copyright property of CompuServe Incorporated. GIF(sm) is a Service Mark property of CompuServe Incorporated.
OCmock is distributed under terms of a BSD type license: Copyright (c) 2004-2011 by Mulle Kybernetik. All rights reserved. Permission to use, copy, modify and distribute this software and its documentation is hereby granted, provided that both the copyright notice and this permission notice appear in all copies of the software, derivative works or modified versions, and any portions thereof, and that both notices appear in supporting documentation, and that credit is given to Mulle Kybernetik in all documents and publicity pertaining to direct or indirect use of this code or its derivatives. THIS IS EXPERIMENTAL SOFTWARE AND IT IS KNOWN TO HAVE BUGS, SOME OF WHICH MAY HAVE SERIOUS CONSEQUENCES. THE COPYRIGHT HOLDER ALLOWS FREE USE OF THIS SOFTWARE IN ITS "AS IS" CONDITION. THE COPYRIGHT HOLDER DISCLAIMS ANY LIABILITY OF ANY KIND FOR ANY DAMAGES WHATSOEVER RESULTING DIRECTLY OR INDIRECTLY FROM THE USE OF THIS SOFTWARE OR OF ANY DERIVATIVE WORK.
This product includes software developed by the JDOM Project (http://www.jdom.org/).
This product includes software developed by the Spring Framework Project (http://www.springframework.org).
This product includes Jquery.localize.js, distributed under terms of the MIT license.
This product includes jquery-validation.js, distributed under terms of the MIT license.
This product includes impress.js, distributed under terms of the MIT license.
This product includes jquery.scrollTo, distributed under terms of the MIT license.