Genesys Workspace Web Edition

Glance Cobrowse for Workspace Web Edition Agent Desktop gives agents the ability to instantly join customers in viewing your app or website. Agents can guide customer navigation, answer questions, and assist with completing transactions. You can launch a Glance Cobrowse session from the Genesys CloudCX platform with the click of a button - no need for the customer to download or install any applications. Glance also offers the Mobile Camera Share feature, which allows the agent to send the customer an SMS invitation to view their mobile camera.

Note: Genesys for Workspace Web Edition is in Early Access. If you’re interested in using this feature, Contact Glance.

This guide provides instructions for installing, configuring and customizing the Glance application inside of Genesys Workspace Web Edition.

Prerequisites

Before you begin, you must have completed the following:

• A Genesys Workspace Web Edition environment, version 8.5.x or above.
  • Verify you have enabled the integration of web applications in the agent interface per the Genesys Instructions.
  • Verify you have enabled the required Security Configuration for Service Client API Access
• Glance Account (group ID) and the following:
  • Provisioned agent user accounts with abilities to join Glance sessions
• A site that is configured with the Glance Cobrowse script tag.
  • For 1-click connect, ensure that you set the following script tag parameters:
    • Set data-presence to API.
    • Set data-cookiedomain to the URL for your website domain.
• The Glance account has been enabled with SAML SSO. You can also optionally add auto-provisioning to your SAML setup. After enabling SAML, follow the SAML-specific configuration options when configuring the application. Note: The loginkey authentication method is not supported for Workspace Web Edition.
• You have worked with Glace Customer Success to retrieve the required back-end settings for the integration.

Reporting

Once sessions are complete, Glance offers the ability to report on session metadata, including:

• Session Key
• Session Start Time
• Session End Time
• Duration

The following pages describe how to establish reporting:

• Setting Up Filters for Real Time Reporting with Genesys Administrator.
• Setting Up Filters for Real Time Reporting with Configuration Manager.