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:

Release Notes

Genesys Web Engagement Server 8.5.x

Genesys Web Engagement Plug-in for Workspace Desktop Edition 8.5.x

Genesys Web Engagement Plug-in for Genesys Administrator Extension 8.5.x

Genesys Web Engagement Sample Reporting Templates 8.5.x

Web Engagement Reporting Server 8.5.x

Documentation

Deployment Guide

Use this book to deploy Genesys Web Engagement.

Developer's Guide

Use this book to customize Genesys Web Engagement.

Reporting Guide

Learn about Web Engagement's reporting capabilities.

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.

Workspace Desktop Edition Plug-in Help

Learn how to use the GWE plug-in for Interaction Workspace.

Genesys Web Engagement 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 8.5.0

The following new features were added in the 8.5.0 release:

Simplified Architecture—Web Engagement 8.5 replaces the former Frontend and Backend Servers with a single-server architecture that simplifies deployment and enhances performance.
External Cassandra Support—Genesys Web Engagement 8.5 can store data in an external Cassandra cluster.
Advanced Reporting Dashboards—New Pulse templates have been added to Web Engagement so you can better understand web user behavior and engagement summary. The new dashboards also include geolocation and trend line data for relevant metrics.
Multiple Simultaneous Engagements—Previous releases of Web Engagement allowed one engagement offer for a customer at a time. So for example, if a chat was ongoing, enterprises would not be able to send another offer—such as an ad, or a reminder, or a notification—to that visitor until the existing chat offer ended. Web Engagement 8.5 now supports multiple offers.
Monitoring API Enhancements:
- Single Page App Support—Monitoring API (_gt.push) is enhanced to mimic page transitions within a Single Page Application.
- Dynamic Categories—Web developers can now programmatically pass category information to dynamically categorize their website rather than relying on static categories.
Business Calendar Support—A business calendar is a set of rules that define working days and hours, and holidays. It can be used in rules to perform date and time calculations, taking into account the working schedule of the business.
Other Features:
- Keyboard Events—In version 8.5, you can configure the monitoring agents to trigger inactivity based on mouse events only, or based on a combination of keyboard and mouse events.
- Mutual TLS with other Genesys servers is now supported.
- Workspace Web Edition has been enhanced with a Web History view to support cloud customers once Web Engagement is supported in Genesys Engage cloud.
- A new Missed Opportunities interaction queue has been added to track those web users who qualified for an assisted service engagement like Chat, but could not be served due to lack of agent availability.

[+] New in Release 8.5.2
[+] New in Release 8.5.1

Genesys Web Engagement 8.5.x Readme

[+] Additional Resources
[+] Read the Legal Notices

Copyright

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.

This product contains Cassandra DataStax Driver 2.1.4, 2.1.5, cassandra-driver-core-2.1.4.jar, and cassandra-driver-mapping-2.1.4.jar, which is a driver for Apache Cassandra 1.2+ that works exclusively with the Cassandra Query Language version 3 (CQL3) and Cassandra's binary protocol. (https://github.com/datastax/java-driver/blob/2.1.5/LICENSE.)
This product contains Jamm 0.3.0, which is a Java Agent for Memory Measurements. (https://github.com/jbellis/jamm/blob/master/license.txt.)
This product contains UUID 3.4.0, which is an implementation of the UUIDs and GUIDs specification in Java. UUIDs are 128 bit long identifiers that are guaranteed to be unique. (http://www.opensource.org/licenses/mit-license.php.)
This product contains Findbugs Annotations 2.0.3, annotations-2.0.3.jar", which is a defect detection tool for Java that uses static analysis to look for more than 200 bug patterns, such as null pointer dereferences, infinite recursive loops, bad uses of the Java libraries and deadlocks. FindBugs can identify hundreds of serious defects in large applications. (http://www.gnu.org/licenses/lgpl.html.)
This product contains Thrift Server 0.3.7, which is a Thrift Server implementation backed by LMAX Disruptor. Shows better throughput/latency characteristics than build-in THsHa and TThreadedSelector servers." (http://www.opensource.org/licenses/Apache-2.0.)
This product contains Qdox 2.0-M3, which is a high speed, small footprint parser for extracting class/interface/method definitions from source files complete with JavaDoc @tags. It is designed to be used by active code generators or documentation tools." (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Netty IO 3.6.5, which is a NIO client server framework which enables quick and easy development of network applications such as protocol servers and clients. It greatly simplifies and streamlines network programming such as TCP and UDP socket server. (http://netty.io/.)
This product contains Netty All 4.0.23", which is an NIO client server framework which enables quick and easy development of network applications such as protocol servers and clients. It greatly simplifies and streamlines network programming such as TCP and UDP socket server. (http://www.apache.org/licenses/LICENSE-2.0.)
This product contains CDI API 1.0, which is an API for JSR-299: Contexts and Dependency Injection for Java EE. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Java Web API 7.0, which is the Java(TM) EE 7 Web Specification APIs. (https://glassfish.dev.java.net/public/CDDL+GPL_1_1.html.)
This product contains Javax Transaction API 1.2, which is a Project GlassFish Java Transaction API. (https://glassfish.dev.java.net/nonav/public/CDDL+GPL.html.)
This product contains JNA 4.0.0, which is Java Native Access. (http://www.gnu.org/licenses/licenses.html, http://www.apache.org/licenses/.)
This product contains ANTLR 2.7.7, 3.3, 3.5.2, ANother Tool for Language Recognition, which is a language tool that provides a framework for constructing recognizers, interpreters, compilers, and translators from grammatical descriptions containing actions in a variety of target languages. ANTLR provides excellent support for tree construction, tree walking, translation, error recovery, and error reporting. (http://www.antlr.org/license.html.)
This product contains StringTemplate 3.2.1, 4.0.2, which is a java template engine (with ports for C#, Python, Ruby, and Scala) for generating source code, web pages, emails, or any other formatted text output. StringTemplate is particularly good at multi-targeted code generators, multiple site skins, and internationalization/localization. (http://www.antlr.org/license.html.)
This product contains Cassandra 2.1.3, cassandra-all-2.1.3.jar, cassandra-thrift-2.1.3.jar". The Apache Cassandra database is the right choice when you need scalability and high availability without compromising performance. Linear scalability and proven fault-tolerance on commodity hardware or cloud infrastructure make it the perfect platform for mission-critical data. Cassandra's support for replicating across multiple datacenters is best-in-class, providing lower latency for your users and the peace of mind of knowing that you can survive regional outages. NoSQL DB. (http://cassandra.apache.org/.)
This product contains HTTP Components (HTTPAsyncClient 4.0.2), which is an Apache HttpComponents Client. (LICENSE.txt in binary jarfile.)
This product contains HTTPClient (Commons HTTPClient) 4.3.6. Although the java.net package provides basic functionality for accessing resources via HTTP, it doesn't provide the full flexibility or functionality needed by many applications. The Jakarta Commons HttpClient component seeks to fill this void by providing an efficient, up-to-date, and feature-rich package implementing the client side of the most recent HTTP standards and recommendations. (LICENSE.txt in binary jarfile.)
This product contains HTTPCore 4.4, which is a set of low level HTTP transport components that can be used to build custom client and server side HTTP services with a minimal footprint. HttpCore supports two I/O models: blocking I/O model based on the classic Java I/O and non-blocking, event driven I/O model based on Java NIO. (LICENSE.txt in binary jarfile.)
This product contains Log4J2 2.2, log4j-2.2.pom, log4j-1.2-api-2.2.jar, log4j-api-2.2.jar, log4j-bom-2.2.pom, log4j-core-2.2.jar, log4j-slf4j-impl-2.2.jar, log4j-web-2.2.jar". Log4j has three main components: loggers, appenders and layouts. These three types of components work together to enable developers to log messages according to message type and level, and to control at runtime how these messages are formatted and where they are reported. (http://logging.apache.org/log4j/2.x/.)
This product contains Lucene 4.10.4, lucene-analyzers-common-4.10.4.jar, lucene-core-4.10.4.jar, lucene-grouping-4.10.4.jar, lucene-highlighter-4.10.4.jar, lucene-join-4.10.4.jar, lucene-memory-4.10.4.jar, lucene-misc-4.10.4.jar, lucene-parent-4.10.4.pom, lucene-queries-4.10.4.jar, lucene-queryparser-4.10.4.jar, lucene-sandbox-4.10.4.jar, lucene-solr-grandparent-4.10.4.pom, lucene-spatial-4.10.4.jar, lucene-suggest-4.10.4.jar. Lucene is an extremely rich and powerful full-text search library written in Java. You can use Lucene to provide full-text indexing across both database objects and documents in various formats (Microsoft Office documents, PDF, HTML, text, and so on). (LICENSE.txt in binary jarfile.)
This product contains Thrift 0.9.2, the Apache Thrift software framework, for scalable cross-language services development, combines a software stack with a code generation engine to build services that work efficiently and seamlessly between C++, Java, Python, PHP, Ruby, Erlang, Perl, Haskell, C#, Cocoa, JavaScript, Node.js, Smalltalk, OCaml and Delphi and other languages. (http://thrift.apache.org/.)
This product contains Groovy 2.4.1. Groovy: A powerful, dynamic language for the JVM. (http://groovy.codehaus.org/License+Information.)
This product contains Jetty 9.2.10, apache-jsp-9.2.10.v20150310.jar, apache-jstl-9.2.10.v20150310.jar, example-async-rest-9.2.10.v20150310.pom, example-async-rest-webapp-9.2.10.v20150310.war, examples-parent-9.2.10.v20150310.pom, fcgi-client-9.2.10.v20150310.jar, fcgi-parent-9.2.10.v20150310.pom, fcgi-server-9.2.10.v20150310.jar, jetty-alpn-client-9.2.10.v20150310.jar, jetty-alpn-parent-9.2.10.v20150310.pom, jetty-alpn-server-9.2.10.v20150310.jar, jetty-annotations-9.2.10.v20150310.jar, jetty-cdi-9.2.10.v20150310.jar, jetty-client-9.2.10.v20150310.jar, jetty-continuation-9.2.10.v20150310.jar, jetty-deploy-9.2.10.v20150310.jar, jetty-distribution-9.2.10.v20150310.zip, jetty-http-9.2.10.v20150310.jar, jetty-io-9.2.10.v20150310.jar, jetty-jaas-9.2.10.v20150310.jar, jetty-jaspi-9.2.10.v20150310.jar, jetty-jmx-9.2.10.v20150310.jar, jetty-jndi-9.2.10.v20150310.jar, jetty-jsp-9.2.10.v20150310.jar, jetty-monitor-9.2.10.v20150310.jar, jetty-parent-18.pom, jetty-parent-20.pom, jetty-parent-22.pom, jetty-parent-23.pom, jetty-plus-9.2.10.v20150310.jar, jetty-project-7.6.10.v20130312.pom, jetty-project-9.2.10.v20150310.pom, jetty-proxy-9.2.10.v20150310.jar, jetty-quickstart-9.2.10.v20150310.jar, jetty-rewrite-9.2.10.v20150310.jar, jetty-security-9.2.10.v20150310.jar, jetty-server-9.2.10.v20150310.jar, jetty-servlet-9.2.10.v20150310.jar, jetty-servlets-9.2.10.v20150310.jar, jetty-spring-9.2.10.v20150310.jar, jetty-start-9.2.10.v20150310.jar, jetty-util-9.2.10.v20150310.jar, jetty-util-ajax-9.2.10.v20150310.jar, jetty-webapp-9.2.10.v20150310.jar, jetty-xml-9.2.10.v20150310.jar, spdy-client-9.2.10.v20150310.jar, spdy-core-9.2.10.v20150310.jar, spdy-example-webapp-9.2.10.v20150310.pom, spdy-http-common-9.2.10.v20150310.jar, spdy-http-server-9.2.10.v20150310.jar, spdy-parent-9.2.10.v20150310.pom, spdy-server-9.2.10.v20150310.jar, javax-websocket-client-impl-9.2.10.v20150310.jar, javax-websocket-server-impl-9.2.10.v20150310.jar, websocket-api-9.2.10.v20150310.jar, websocket-client-9.2.10.v20150310.jar, websocket-common-9.2.10.v20150310.jar, websocket-parent-9.2.10.v20150310.pom, websocket-server-9.2.10.v20150310.jar, websocket-servlet-9.2.10.v20150310.jar", which is a J2EE Application server/servlet engine. (http://www.eclipse.org/legal/epl-v10.html.)
This product contains ElasticSearch 1.5.0, which is an Open Source, Distributed, RESTful Search Engine. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains ElasticSearch Transport Wares 2.4.1. The wares transport plugin allows to use the REST interface over servlets. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains JSP Tag Libs 1.2.2, which is an implementation of the JSP Standard Tag Library (JSTL) Specification API. (http://glassfish.dev.java.net/nonav/public/CDDL+GPL.html.)
This product contains Apache Jasper 8.0.9.M3. MortBay :: Apache Jasper :: JSP Implementation. (LICENSE.txt in binary jarfile.)
This product contains Apache EL 8.0.9.M3. MortBay :: Apache EL :: API And Implementation. (LICENSE.txt in binary jarfile.)
This product contains Jetty Jasper 8.0.9.M3, which is a rebundling of Apache Tomcat Jasper to remove the tomcat server dependencies, so that the JSP engine can be used by the Eclipse Jetty project. (http://www.apache.org/licenses/LICENSE-2.0.)
This product contains ASM 5.0.1, asm-5.0.1.jar, asm-commons-5.0.1.jar". ASM is an all purpose Java bytecode manipulation and analysis framework. It can be used to modify existing classes or dynamically generate classes, directly in binary form. (http://asm.ow2.org/license.html.)
This product contains Restlet 2.3.0, org.restlet-2.3.0.jar, org.restlet.ext.httpclient-2.3.0.jar, org.restlet.parent-2.3.0.pom, org.restlet.ext.spring, org.restlet.ext.slf4j, which is a RESTful web framework for Java. (http://www.restlet.org/about/legal.)
This product contains Spring Framework 3.2.12, 3.2.13, 4.0, spring-aop-3.2.13.RELEASE.jar, spring-beans-3.2.13.RELEASE.jar, spring-context-3.2.13.RELEASE.jar, spring-core-3.2.13.RELEASE.jar, spring-expression-3.2.13.RELEASE.jar, spring-framework-bom-3.2.13.RELEASE.pom, spring-jdbc-3.2.13.RELEASE.jar, spring-test-3.2.12.RELEASE.jar, spring-tx-3.2.13.RELEASE.jar, spring-web-3.2.13.RELEASE.jar, spring-webmvc-3.2.12.RELEASE.jar, spring-security-config-4.0.0.RELEASE.jar, spring-security-core-4.0.0.RELEASE.jar, spring-security-web-4.0.0.RELEASE.jar". The Spring Framework provides a comprehensive programming and configuration model for modern Java-based enterprise applications - on any kind of deployment platform. (http://www.springsource.org/about.)
This product contains Spring Security Extensions 1.0.0 RELEASE, spring-security-saml2-core-1.0.1.RELEASE.jar, spring-security-saml2-core-1.0.1.RELEASE.pom", which is a Spring Security SAML v2 library. (https://github.com/spring-projects/spring-security-saml.)
This product contains AOP Alliance 1.0. Aspect-Oriented Programming (AOP) offers a better solution to many problems than do existing technologies such as EJB. The AOP Alliance aims to ensure interoperability between Java/J2EE AOP implementations to build a larger AOP community. (http://aopalliance.sourceforge.net/.)
This product contains CometD (cometd-Java modules) 3.0.3, bayeux-api-3.0.3.jar, cometd-java-common-3.0.3.jar, cometd-java-server-3.0.3.jar, cometd-java-websocket-common-server-3.0.3.jar, cometd-java-websocket-javax-server-3.0.3.jar, cometd-java-websocket-jetty-server-3.0.3.jar", which is an HTTP-based event routing bus. Implement responsive user interactions for web clients using AJAX and WebSocket by means of WebSocket and server-push techniques called Comet. (http://cometd.org/.)
This product contains Cglib 2.2.2, which is a Code generation library. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Cglib-no dep 2.2, which is a Code generation library with shaded ASM dependecies. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Commons BeanUtils 1.8.3. Apache Commons BeanUtils provides an easy-to-use but flexible wrapper around reflection and introspection. (http://commons.apache.org/proper/commons-beanutils/.)
This product contains Commons CLI 1.1. The Apache Commons CLI library provides an API for parsing command line options passed to programs. It's also able to print help messages detailing the options available for a command line tool. (LICENSE.txt in source distribution.)
This product contains Commons Codec 1.6, 1.10. "Commons Codec provides implementations of common encoders and decoders such as Base64, Hex, Phonetic and URLs." (LICENSE.txt in binary jarfile.)
This product contains Commons Collection4 4.0. The Apache Commons Collections package contains types that extend and augment the Java Collections Framework. (http://commons.apache.org/proper/commons-collections/.)
This product contains Commons FileUpload 1.2.2. "The Commons FileUpload package makes it easy to add robust, high-performance, file upload capability to your servlets and web applications. FileUpload parses HTTP requests which conform to RFC 1867, ""Form-based File Upload in HTML"". That is, if an HTTP request is submitted using the POST method, and with a content type of ""multipart/form-data"", then FileUpload can parse that request, and make the results available in a manner easily used by the caller." (LICENSE.txt in binary jarfile.)
This product contains Commons IO 1.3.2, 1.4. "Commons IO is a library of utilities to assist with developing IO functionality. There are six main areas included: Utility classes, Input, Output, Filters, Comparators, File Monitor". (LICENSE.txt in binary jarfile.)
This product contains Commons Logging 1.1.1. "When writing a library it is very useful to log information. However there are many logging implementations out there, and a library cannot impose the use of a particular one on the overall application that the library is a part of. The Logging package is an ultra-thin bridge between different logging implementations. A library that uses the commons-logging API can be used with any logging implementation at runtime. Commons-logging comes with support for a number of popular logging implementations, and writing adapters for others is a reasonably simple task." (LICENSE.txt in binary jarfile.)
This product contains Commons Math3 3.2, 3.1.1. The Apache Commons Math project is a library of lightweight, self-contained mathematics and statistics components addressing the most common practical problems not immediately available in the Java programming language or commons-lang. (LICENSE.txt in binary jarfile.)
This product contains Ning Compress LZF 0.8.4, 1.0.0. The LZF compression algorithm is basic Lempel-Ziv, with little additional processing. (https://github.com/ning/compress/blob/master/LICENSE.)
This product contains ConcurrentLinkedHashmap 1.3, which is a high performance version of java.util.LinkedHashMap for use as a software cache. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Disruptor Framework 3.0.1. Disruptor - Concurrent Programming Framework. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Drools 5.5.0 FINAL (Fusion). Drools Expert is the rule engine and Drools Fusion does complex event processing (CEP). Drools Fusion is the module responsible for enabling event processing capabilities. (http://download.jboss.org/drools/release/.)
This product contains MVEL 2.1.3. MVEL is a powerful expression language for Java-based applications. It provides a plethora of features and is suited for everything from the smallest property binding and extraction, to full blown scripts. (http://mvel.codehaus.org/.)
This product contains Eclipse JDT Core 3.5.1, 3.8.2, 4.4.2, which is an Eclipse JDT Core Batch Compiler. (http://www.eclipse.org/legal/epl-v10.html.)
This product contains FastUtil 6.5.7. fastutil extends the Java Collections Framework by providing type-specific maps, sets, lists and priority queues with a small memory footprint and fast access and insertion; provides also big (64-bit) arrays, sets and lists, and fast, practical I/O classes for binary and text files. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Hibernate validator 4.3.0, which is Hibernate's Bean Validation (JSR-303) reference implementation. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains High Scale Lib 1.0.6. This is Boundary's fork of Cliff Click's high scale lib. We will be maintaining this fork with bug fixes, improvements and versioned builds pushed to maven central. (http://www.opensource.org/licenses/mit-license.php.)
This product contains HTTPCore-nio 4.3.2, 4.4, which is an Apache HttpComponents Core (non-blocking I/O). (LICENSE.txt in binary jarfile.)
This product contains Jackson 1.9.13, the Jackson JSON Processor. (http://jackson.codehaus.org/.)
This product contains JaxB 2.1.12, 2.2.12, which are Parsers that conform to the Simple API for XML (SAX) or the Document Object Model (DOM). Both of these parsers are provided by Java API for XML Processing (JAXP). (http://jaxb.java.net/.)
This product contains JBCrypt 0.3m. jBCrypt is a Java implementation of OpenBSD's Blowfish password hashing code, as described in A Future-Adaptable Password Scheme by Niels Provos and David Mazières, by Damien Mille. (LICENSE.txt in distribution.)
This product contains Jline 1.0. JLine is a Java library for handling console input. It is similar in functionality to BSD editline and GNU readline. People familiar with the readline/editline capabilities for modern shells (such as bash and tcsh) will find most of the command editing features of JLine to be familiar. (http://jline.sourceforge.net/.)
This product contains JSON-Simple 1.1. JSON.simple is a simple Java toolkit for JSON. You can use JSON.simple to encode or decode JSON text. (http://code.google.com/p/json-simple/.)
This product contains Jax-RS RI (Jersey, JSR311) 1.1.1, which is a Java programming language API that provides support in creating web services according to the Representational State Transfer (REST) architectural style.[1] JAX-RS uses annotations, introduced in Java SE 5, to simplify the development and deployment of web service clients and endpoints. (https://jsr311.java.net/.)
This product contains Log4j 1.2.16. Log4j has three main components: loggers, appenders and layouts. These three types of components work together to enable developers to log messages according to message type and level, and to control at runtime how these messages are formatted and where they are reported. (http://logging.apache.org/log4j/1.2.)
This product contains LZ4 and xxHash 1.2.0, which are Java ports and bindings of the LZ4 compression algorithm and the xxHash hashing algorithm. (LICENSE.txt in distribution.)
This product contains JavaMail 1.4.2. The JavaMail API provides a platform-independent and protocol-independent framework to build mail and messaging applications. (http://www.oracle.com/technetwork/java/javasebusiness/downloads/java-archive-downloads-eeplat-419426.html#javamail-1.4-oth-JPR.)
This product contains Guava (Google Collections) 16.0. The Guava project contains several of Google's core libraries that we rely on in our Java-based projects: collections, caching, primitives support, concurrency libraries, common annotations, string processing, I/O, and so forth. (file COPYING in distribution.)
This product contains Metrics Yammer 2.2.0. Metrics is a Java library which gives you unparalleled insight into what your code does in production. Metrics provides a powerful toolkit of ways to measure the behavior of critical components in your production environment. (http://mvnrepository.com/artifact/com.yammer.metrics/metrics-parent/2.2.0.)
This product contains Metrics Yammer 2.3.0. Metrics is a Java library which gives you unparalleled insight into what your code does in production. Metrics provides a powerful toolkit of ways to measure the behavior of critical components in your production environment. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Metrics Reporter config 2.1.0. Metrics Reporter Config. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains SnakeYaml 1.12. "YAML is a data serialization format designed for human readability and interaction with scripting languages. SnakeYAML is a YAML parser and emitter for the Java programming language". (http://code.google.com/p/snakeyaml/.)
This product contains Snappy 1.1.0.1. Snappy is a compression/decompression library. It does not aim for maximum compression, or compatibility with any other compression library; instead, it aims for very high speeds and reasonable compression. (http://code.google.com/p/snappy/.)
This product contains Spatial4J 0.4.1. This OSGi bundle wraps spatial4j 0.4.1 jar file. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Stax API (JSR173) 1.0.2. StAX is a standard XML processing API that allows you to stream XML data from and to your application. (http://download.oracle.com/otndocs/jcp/streaming_xml-1.0-fr-spec-oth-JSpec/.)
This product contains Clearspring Stream 2.5.2, which is a library for summarizing data in streams for which it is infeasible to store all events. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Super CSV 2.1.0. Super CSV is a fast, programmer-friendly, free CSV package for Java. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Bean Validation API 1.0.0, which is a Bean Validation API. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Javax Annotations 1.2, Common Annotations for the JavaTM Platform API. (https://glassfish.dev.java.net/nonav/public/CDDL+GPL.html.)
This product contains Apache Tag Libs 1.2.1, org.apache.taglibs.taglibs-standard-impl-1.2.1.jar, org.apache.taglibs.taglibs-standard-spec-1.2.1.jar", which is an implementation of the JSP Standard Tag Library (JSTL). (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains JSP JTD Compiler 2.3.3, jetty-jsp-jdt-2.3.3.jar, jetty-jsp-osgi-2.3.3.pom". Jetty :: JSP JDT Compiler. (http://www.eclipse.org/legal/epl-v10.html.)
This product contains ZAP (ZAProxy) 2.3.1. The OWASP Zed Attack Proxy (ZAP) is an easy to use integrated penetration testing tool for finding vulnerabilities in web applications. It is designed to be used by people with a wide range of security experience and as such is ideal for developers and functional testers who are new to penetration testing as well as being a useful addition to an experienced pen testers toolbox.ZAP provides automated scanners as well as a set of tools that allow you to find security vulnerabilities manually. Based on ParosProxy. (Link "Open Source" on project page.)
This product contains ANT 1.8.3, Apache Ant. (File LICENCE in distribution.)
This product contains Kibana 4. Kibana is an open source analytics and visualization platform designed to work with Elasticsearch. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Apache Camel 2.15.1, camel-2.15.1.pom, camel-core-2.15.1.jar, camel-core-2.15.1.pom, camel-http-2.15.1.jar, camel-http-2.15.1.pom, camel-jetty-common-2.15.1.jar, camel-jetty-common-2.15.1.pom, camel-jetty9-2.15.1.jar, camel-jetty9-2.15.1.pom, camel-parent-2.15.1.pom, camel-spring-2.15.1.jar, camel-spring-2.15.1.pom, camel-spring-security-2.15.1.jar, camel-spring-security-2.15.1.pom, components-2.15.1.pom", Apache Camel. (File LICENCE in distribution.)
This product contains MaxMind GeoLite2 City. "Determine the country, subdivisions, city, postal code, latitude, and longitude associated with IPv4 and IPv6 addresses worldwide. GeoLite2 databases are free IP geolocation databases comparable to, but less accurate than, MaxMind’s GeoIP2 databases". (https://www.maxmind.com/en/geolite-commercial-redistribution-license.)
This product contains JEST 0.1.5, jest-0.1.5.jar, jest-0.1.5.pom, jest-common-0.1.5.jar, jest-common-0.1.5.pom, jest-parent-0.1.5.pom", which is an ElasticSearch Java rest client. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains ZT Process Executor 1.8, zt-exec.1.8.jar", which is a lightweight library to execute external processes from Java. (https://github.com/zeroturnaround/zt-exec/blob/zt-exec-1.8/LICENSE.)
This product contains An open source Java toolkit for Amazon S3 0.7.1. JetS3t is a free, open-source Java toolkit and application suite for the Amazon Simple Storage Service (Amazon S3). The JetS3t toolkit provides Java programmers with a powerful yet simple API for interacting with S3 and managing data stored there. (http://www.apache.org/licenses/LICENSE-2.0.)
This product contains Apache Avro 1.7.4, Avro core components. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Apache Hadoop Annotations 2.2.0, Apache Hadoop Annotations. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Apache Hadoop Auth 2.2.0, Apache Hadoop Auth - Java HTTP SPNEGO. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Apache Hadoop Client 2.2.0, Apache Hadoop Client. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Apache Hadoop Common 2.2.0, Apache Hadoop Common. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Apache Hadoop HDFS 2.2.0, Apache Hadoop HDFS. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Apache HttpCore NIO 4.4, Apache HttpComponents Core (non-blocking I/O). (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Commons Compress 1.4.1, Apache Commons Compress software defines an API for working with compression and archive formats. These include: bzip2, gzip, pack200, xz and ar, cpio, jar, tar, zip, dump. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Fluent API for Apache HttpClient 4.3.6, HttpComponents Client fluent API. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Graphite Integration for Metrics 3.0.0, which is a reporter for Metrics which announces measurements to a Graphite server. (https://github.com/dropwizard/metrics/blob/v3.0.0/LICENSE.)
This product contains JSR166e 1.1.0. JSR166e. (http://creativecommons.org/publicdomain/zero/1.0/.)
This product contains JVM Integration for Metrics 3.0.0, which is a set of classes which allow you to monitor critical aspects of your Java Virtual Machine using Metrics. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Jackson Integration for Metrics 3.0.0, which is a set of Jackson modules which provide serializers for most Metrics classes. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Jackson 2.4.4, jackson-annotations-2.4.0.jar, jackson-core-2.4.4.jar, jackson-databind-2.4.4.jar, jackson-jaxrs-base-2.4.4.jar, jackson-jaxrs-json-provider-2.4.4.jar, jackson-module-jaxb-annotations-2.4.4.jar, jackson-module-scala_2.10-2.4.4.jar, json4s-jackson_2.10-3.2.10.jar", which contain Core Jackson abstractions, basic JSON streaming API implementation. (http://wiki.fasterxml.com/JacksonLicensing.)
This product contains Jest Apache HC Jar 0.1.5, which is a ElasticSearch Java REST client - Apache HTTP Client package. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Jetty Utilities 6.1.26, Utility classes for Jetty
This product contains Joda-Convert 1.6, which is a Library to convert Objects to and from String. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains Kryo 2.21 for Fast, efficient Java serialization. (https://code.google.com/p/kryo/.)
This product contains Metrics Core 3.0.0. Metrics is a Java library which gives you unparalleled insight into what your code does in production. Metrics provides a powerful toolkit of ways to measure the behavior of critical components in your production environment. (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains MinLog 1.2, which provides Minimal overhead Java logging. (http://www.opensource.org/licenses/bsd-license.php.)
This product contains ParaNamer Core 2.6. (https://github.com/paul-hammant/paranamer/blob/master/LICENSE.txt.)
This product contains Protocol Buffer Java API 2.5.0-spark. Protocol Buffers are a way of encoding structured data in an efficient yet extensible format. (http://www.opensource.org/licenses/bsd-license.php.)
This product contains Py4J 0.8.2.1. Py4J enables Python programs running in a Python interpreter to dynamically access Java objects in a Java Virtual Machine. Methods are called as if the Java objects resided in the Python interpreter and Java collections can be accessed through standard Python collection methods. Py4J also enables Java programs to call back Python objects. (http://www.opensource.org/licenses/bsd-license.html.)
This product contains ReflectASM 1.07—High performance Java reflection using code generation. (https://github.com/EsotericSoftware/reflectasm/blob/1.07/license.txt.)
This product contains Scala Compiler 2.9.2, 2.10.4, 2.10.5, scala-compiler.jar, scala-reflect.jar", which is a Compiler for the Scala Programming Language. (http://www.scala-lang.org/downloads/license.html.)
This product contains Scala Library 2.9.2, 2.10.4, which is a Standard library for the Scala Programming Language. (http://www.scala-lang.org/downloads/license.html.)
This product contains Scalap 2.10.4, which is a bytecode analysis tool. (http://www.scala-lang.org/downloads/license.html.)
This product contains Spark Project Core 1.2.2, akka-actor_2.10-2.3.4-spark.jar, akka-remote_2.10-2.3.4-spark.jar, akka-slf4j_2.10-2.3.4-spark.jar, protobuf-java-2.5.0-spark.jar, spark-cassandra-connector_2.10-1.2.0.jar, spark-core_2.10-1.2.2.jar, spark-network-common_2.10-1.2.2.jar, spark-network-shuffle_2.10-1.2.2.jar, unused-1.0.0.jar". (http://www.apache.org/licenses/LICENSE-2.0.html.)
This product contains Tachyon Project Core 0.5.0. Tachyon: Reliable File Sharing at Memory Speed Across Cluster Frameworks. (https://github.com/amplab/tachyon/blob/v0.5.0/LICENSE.)
This product contains Uncommons Maths 1.2.2a—Random number generators, probability distributions, combinatorics and statistics for Java. (https://github.com/dwdyer/uncommons-maths/blob/Release-1.2.2/LICENCE.txt.)
This product contains XZ for Java 1.0—XZ data compression. (http://tukaani.org/xz/java.html.)
This product contains chill 0.5.0—chill. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains chill-java 0.5.0—chill-java. (https://github.com/twitter/chill/blob/0.5.0/LICENSE.)
This product contains config 1.2.1—config. (https://github.com/typesafehub/config/blob/v1.2.1/LICENSE-2.0.txt.)
This product contains hadoop-mapreduce-client-app 2.2.0. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains hadoop-mapreduce-client-common 2.2.0. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains hadoop-mapreduce-client-core 2.2.0. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains hadoop-mapreduce-client-jobclient 2.2.0. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains hadoop-mapreduce-client-shuffle 2.2.0. (http://www.apache.org/licenses/LICENSE-2.0.txt.)
This product contains json4s-ast 3.2.10—json4s-ast. (https://github.com/json4s/json4s/blob/v3.2.10/LICENSE.)
This product contains json4s-core 3.2.10—json4s-core. (http://github.com/json4s/json4s/raw/HEAD/LICENSE.)
This product contains json4s-jackson 3.2.10—json4s-jackson. (http://github.com/json4s/json4s/raw/HEAD/LICENSE.)
This product contains mesos 0.18.1, which is The Apache Mesos Java API jar. (https://github.com/apache/mesos/blob/0.18.1/LICENSE.)
This product contains pyrolite 2.0.1—pyrolite. (http://www.opensource.org/licenses/mit-license.php.)

snappy-java 1.1.1.6. snappy-java: A fast compression/decompression library. (https://github.com/xerial/snappy-java/blob/1.1.1.6/LICENSE.)

This product contains spark-cassandra-connector 1.2.0—String. (https://github.com/datastax/spark-cassandra-connector/blob/v1.2.0/LICENSE.txt.)
This product contains stream-lib 2.7.0, which is a library for summarizing data in streams for which it is infeasible to store all events. (https://github.com/addthis/stream-lib/blob/v2.7.0/LICENSE.txt.)
This product contains xmlenc Library 0.52, which is an xmlenc Library. (http://www.opensource.org/licenses/bsd-license.php.)
This product contains Java Simple Plugin Facade. The Java Simple Plugin Framework was built to reduce development time while increasing code maintainability of small to medium sized projects. (http://opensource.org/licenses/BSD-3-Clause.)
This product contains jQuery 1.11.0. jQuery is a fast, small, and feature-rich JavaScript library. It makes things like HTML document traversal and manipulation, event handling, animation, and Ajax much simpler with an easy-to-use API that works across a multitude of browsers. With a combination of versatility and extensibility, jQuery has changed the way that millions of people write JavaScript. (npm module). (https://github.com/jquery/jquery/blob/1.11.0/MIT-LICENSE.txt.)
This product contains lodash 2.4.1, which is a JavaScript utility library delivering consistency, modularity, performance, & extras. (npm module). (https://lodash.com/license.)
This product contains Reqwest 1.1.0, which is a Library for browser asynchronous http requests (npm module). (https://github.com/ded/reqwest/blob/v1.1.0/reqwest.js.)
This product contains Simply Deferred 3.0.0, which is a deferred library for Node.js and the browser with a jQuery compatible API (npm module). (https://github.com/sudhirj/simply-deferred/blob/3.0.0/LICENSE.)
This product contains URI.js 1.14.1. URI.js is a javascript library for working with URLs. (npm module). (https://github.com/medialize/URI.js/commit/5e238954980476ba4921998199bccdfb50b833a8.)
This product contains validate-arguments 0.0.8. This module levarages some of the validation methods from lodash, but by offering you a declaritive syntax and nice error strings (npm module). (https://github.com/mvhenten/validate-arguments-js/blob/master/LICENSE.)
This product contains sliced 0.0.5, which is a faster alternative to [].slice.call(arguments). (https://github.com/aheckmann/sliced/blob/master/LICENSE.)
This product contains json3 3.3.2, which is a modern JSON implementation compatible with nearly all JavaScript platforms. (http://opensource.org/licenses/MIT.)
This product contains almond 0.2.9, which is a minimal AMD API implementation for use in optimized browser builds. (https://github.com/jrburke/almond/blob/0.2.9/LICENSE.)
This product contains jquery-validation 1.13.1—Form validation made easy. (http://jqueryvalidation.org/.)
This product contains jquery.cookie 1.4.1, which is a simple, lightweight jQuery plugin for reading, writing and deleting cookies. (http://opensource.org/licenses/MIT.)
This product contains jquery.inputmask 3.1.63. jquery.inputmask is a jquery plugin which create an input mask. (https://github.com/RobinHerbots/jquery.inputmask/tree/3.1.63.)
This product contains underscore 1.6.0, JavaScript's functional programming helper library. (http://opensource.org/licenses/MIT.)
This product contains cometd-jquery 3.0.0, which is a JavaScript CometD Bayeux implementation with jQuery bindings packaged for npm users. (https://github.com/wilmoore/cometd-jquery/blob/v3.0.0/LICENSE.)

Genesys Web Engagement 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

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 Plug-in for Workspace Desktop Edition 8.1.x

Genesys Web Engagement Sample Reporting Templates 8.1.x

Documentation

Deployment Guide

Use 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.

Advisory

Release Advisory 8.1.x

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

Genesys Web Engagement 8.1.x Readme

[+] Additional Resources
[+] Read the Legal Notices

Copyright

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.

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.

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

Documentation

Deployment Guide

Use 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.

Advisory

Release Advisory 8.1.x

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.