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Co-browse

Information.png Note: Not all changes listed below may pertain to your deployment.

August 12, 2019 (9.0.006.01)

What's New

  • Co-browse can now be localized in German and French. (CB-6437)

Resolved Issues

  • This release includes behavior and stability improvements. (CB-6726, CB-6789, CB-6787, CB-6733, CB-6656, CB-5874)

May 15, 2019 (9.0.004.00)

What's New

  • Co-browse is now available with the new Genesys Agent Desktop.

Resolved Issues

  • Co-browse no longer occasionally hides all of the page content from the agent if the style attribute of <body> was dynamically changed during a co-browse session. (CB-6017)
  • Co-browse no longer synchronizes most of the <meta> tags. Previously, their synchronization could negatively affect the experience in certain scenarios. (CB-5847)
  • Co-browse now sends the correct notification when signaling the end of a session. Previously, Co-browse was not sending the proper reason, which affected the JavaScript APIs (onSessionEnded callback), and the agent UI where a wrong notification was shown when the session ended. (CB-5638)
  • Co-browse now correctly synchronizes pages that use <link rel="import"> tags. (CB-5671)
  • Co-browse now loads without browser console warnings on pages containing iframes. (CB-5709)
  • The Co-browse JavaScript API events onSessionStarted and onSessionEnded are now available from both the main page context and from nested iframes contexts. Handlers for these signals will be executed in all existing contexts where handlers are present. To call handlers only in top context, as in earlier Co-browse releases, use the isTopContext JavaScript API method to distinguish top and child co-browse contexts. (CB-5709)
  • The customer-facing tooltip indicating masked content from the agent is now removed from inside the iframe when the co-browse session ends. (CB-5709)
  • Co-browse now correctly synchronizes the display of body elements. Previously, Co-browse always set a value of display: block in document.body in the agent's browser, even if the co-browsed page contained a different value, for example flex. This sometimes led to problems with the synchronization of layout and scrolling. (CB-5951)
  • Co-browse now better synchronizes the agent's typing in Write Mode, in cases outside of normal operating parameters. (CB-5674)


November 6, 2018 (9.0.003.02)

What's New

Configure DOM restrictions

  • Co-browse now has a new, intuitive UI for easily configuring DOM restrictions in a WYSIWYG fashion, requiring little to no technical knowledge. You can configure the elements that you need to mask from your agents and the elements that should be visible to agents, but non-interactive. You don't need to modify your website to set up the restrictions, and you no longer need Genesys Professional Services to assist.

Image masking

  • Co-browse now masks images when Data Masking is used for them. Previously, only textual content was masked, leaving images intact. Note: only <img/> tags are masked. If an image is rendered using CSS (for example, as a background-image) it won't be masked. The <picture> and <source> elements are not yet supported. If your web page uses them for an image, this image may not be masked for the agents.

Size control

  • Agents now have a zoom-to-fit/actual size control allowing them to avoid unnecessary scrolling and to get a better overall picture of the co-browsed content. Previously, the Co-browse area of Agent Desktop had a fixed zoom level that was tied to the size of the customer's browser. In some situations, this forced the agent to use the scroll bars (including horizontal) to see different areas of the shared web page.

Historical reports

  • Co-browse now has two historical reports available in Genesys CX Insights: The Details report, which enables you to see details on any co-browse session, such as when it started and finished, the related interaction, pages visited, and so on. The Summary report, which enables you to find answers to questions such as "What percent of interactions had Co-browse sessions?" or "How long did a Co-browse session last on average?" More reports will be available in future releases.

Resolved Issues

  • The Agent Desktop inactivity timeout now resets for different types of an agent's activity in the web page during co-browsing, such as keyboard typing, scrolling, navigation, and so. Previously, the timeout reset only when the agent moved his or her mouse. (CB-4750)
  • The co-browse session now ends when the customer ends a voice call with the agent. Previously, the co-browse session did not end until the agent clicked Mark Done in Agent Desktop. (CB-4677)
  • The co-browse run-time voice statistics are now updated when the co-browse session ends. (CB-4710)
  • The customer-facing tooltip indicating masked content from the agent is now removed when the co-browse session ends. (CB-5419)
  • The agent can no longer join a co-browse session after the chat or voice call has ended. (CB-4571)
  • A mousedown or mouseup event no longer replays on restricted elements. (CB-5816)

March 2, 2018 (9.0.000.07)

What's New

Initial release

  • End-users can now request a Co-browsing session, associated with either a Voice or a Chat interaction. The Co-browsing session can be requested from either the Channel selector Widget (Voice interaction) or from the Chat Widget (Chat interaction).
  • Supported browsers:
    • End-user: Internet Explorer 11, Edge, Firefox ESR, Chrome (Desktop and Android)
    • Agent, as part of Agent Desktop: Internet Explorer 11, Edge, Firefox ESR, Chrome (Desktop only)
  • This first Cloud version inherits from almost all Premise version features: data masking and DOM control, domains whitelisting, Read/Pointer mode and Write mode.

Known Issues

There are currently no known issues.

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