Genesys Co-browse allows an agent and a customer to navigate (browse) the same web page at the same time. With Genesys Co-browse, the agent and the customer "share" the same instance of the web page (or browser window), unlike a conventional screen sharing application, where one of the parties sees the image of the other party's browser instance or the whole desktop. Genesys Co-browse provides processing of highly dynamic web pages of contemporary web sites. Genesys Co-browse requires no plug-ins, no downloads, and no applets. It is a pure JavaScript and HTML solution integrated with existing Genesys infrastructure.
Genesys Co-browse falls under the Customer Engagement Digital solution of the PureEngage offering.
For more information about the Co-browse solution, see the following:
The following new features were added in the 8.5.1 release:
The Co-browse plug-in now optionally attaches additional data to a primary interaction (chat or voice). This attached data includes the following reporting metrics:
CoBrowseWriteModeDuration
CoBrowseStartPageURL
CoBrowseStartPageTitle
CoBrowseWriteModeStartPageURL
CoBrowseWriteModeStartPageTitle
To enable extended attached data, set the extendedAttachedData value to true in the cobrowse section of your Workspace Desktop Edition application in Genesys Administrator.
The Co-browse Plug-in for Workspace Desktop Edition now supports the following:
Microsoft Edge
Windows 10
Co-browse now supports Microsoft Edge.
For added security, Co-browse now supports token-based authentication between Co-browse Server and Workspace Desktop Edition.
Co-browse now synchronizes scrolling positions for individual HTML elements. Previously, scrolling was only synchronized for the page itself and for iframes. Scrolling is synchronized from the end user to the agent and vice versa.
When proxying resources, such as CSS and fonts, Co-browse now explicitly sets the port only if it is also set explicitly on the proxied resource URL. Previously, Co-browse would incorrectly add the port even if not included in the incoming resource. For example, when proxying https://example.com/styles.css, Co-browse would set the Host header to example.com:443. Now it will correctly leave out the port, setting it instead to example.com.
Co-browse now always enforces synchronization of image dimensions. Even when an agent's browser is unable to load an image, the image stays the same size as in the customer's browser.
Co-browse now logs when a session ends when using info level for logging. Previously, Co-browse in info level only logged when a session was created, and session end was logged with the debug level.
Co-browse no longer synchronizes input elements with type hidden. This leads to better stability and decreases traffic consumption within website frameworks which rely heavily on storing application state information in hidden fields.
Support for Scalable Vector Graphics (SVG) in Co-browse sessions.
Reduced message size for Co-browse sessions reduces network traffic by 1.25-1.5 times, depending on the website.
Updated the jQuery library shipped with Co-browse version 1.8.2 to 1.12.4. The jQuery library is hidden within Co-browse JavaScript:
Co-browse's jQuery library never conflicts with the jQuery library of your website.
You do not require jQuery for Co-browse to work.
Support for the following browsers. See Browser Support for: Genesys Co-browse User Interface on the Supported Operating Environment: Genesys Co-browse page for more detailed information and a list of all supported browsers.
The following new features were added in the 8.5.0 release:
New in 8.5.002.00:
Extended monitoring functionality:
New Logging reporter allows you to report metric values in the console or in a log file.
Co-browse Server now generates Monitoring Alarms that you can use to improve Co-browse performance.
Now only the agent browser uses the cluster URL. The consumer's browser always uses the URL in the JS instrumentation for css-proxy and url-proxy.
New in 8.5.001.08:
Added support for pages that use the <base> HTML tag.
Introduced Co-browse privilege in version 8.5.001.09 of the Co-browse Plug-in for Workspace Desktop Edition.
New in 8.5.001.05:
Security enhancements—added compliance to OWASP recommendations
Extended application monitoring—exposed operational metrics through JMX interface
New configuration using Co-browse Server Cluster application allows the properties of a cluster to be configured under one application instead of configuring each individual node separately
This release eliminates Flash of Unstyled Content (FOUC) while rendering the web page view for agents
New in 8.5.000.30:
Support for Pointer Mode.
Co-browsing now supports Pointer Mode (Read-Only with mouse click highlighting). In 8.5.0, Co-browse sessions begin in Pointer Mode where the agent can guide the customer using his or her mouse pointer. In Pointer Mode, the agent can not enter information into the webpage or navigate the customer's browser. If the agent needs to enter information into the web page and navigate the customer's browser, he or she must send the customer a request to enter Write Mode. By having two different Co-browse modes, the customer controls how much an agent can interact with his or her browser.
External Cassandra cluster support through the new Cassandra Resource Access Point Application object.
Co-browse Reporting Templates for Pulse
Common Chat reporting Templates for Pulse
JDK 1.8 support
Support of Solaris 10 64 bit for Co-browse Server
Genesys Co-browse requires Workspace Desktop Edition starting with release 8.5.000.30.
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All other trademarks are the property of their respective owners.
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Genesys Co-browse 8.5.x Product Alerts
The following information applies to Genesys 8.5.x software and is important for you to note.
Starting with the 8.5.100.11 release of Genesys Co-browse, Genesys is deprecating the Built-in Chat Widget and its APIs in preparation for discontinuing support in the upcoming 9.0 release.
This functionality is now available through a single set of consumer-facing digital channel APIs that are part of Genesys Mobile Services (GMS), and through Genesys Widgets, a set of productized widgets that are optimized for use with desktop and mobile web clients, and which are based on the GMS APIs.
Genesys Widgets provide for an easy integration with Co-browse, allowing you to proactively serve these widgets to your web-based customers.
Important
Although the deprecated APIs and Built-in Chat Widget will be supported for the life of the 8.5 release of Co-browse, Genesys recommends that you move as soon as you can to the new APIs and to Genesys Widgets to ensure that your functionality is not affected when you migrate to the 9.0 release.
Note that this support for the Built-in Chat Widget and its APIs will not include the addition of new features and that bug fixes will be limited to those that affect critical functionality.
Support for the Genesys Co-browse Plug-in for Interaction Workspace is discontinued in the 8.5.0 release. Going forward, use the Co-browse Plug-in for Workspace Desktop Edition 8.5.x.
