2022 Archive

6.0 Website - December 15, 2022

Bug Fixes and Optimizations

  • Added folders for Web Screen Share bookmark URLs
  • Resolved issue where the Screen Share icon would disappear from the agent toolbar
  • Additional flexibility with Content Security Policy settings allowing specific customers to open the Screen Share join pages in an iframe
  • Improvements to the agent-side screenshare viewer to support future enhancements for Mobile App Screen Share
  • Improvements to the Screen Share joining instructions for macOS
  • General Web Screen Share OCR Improvements

3.17 Salesforce Package - December 13, 2022

Fixes and Improvements

  • The Glance for Salesforce package has been updated with a fix for a “no user found” sync error, which would display for customers using the SAML 2.0 login method.

3.16 Salesforce Package - November 17, 2022

Added Session ID to Session Details Page

To allow for enhanced reporting of Glance sessions through Salesforce, Glance has added a new field on the Glance Session Details page called ID. This value is populated on the Glance Session immediately at the session start.

Fixes and Improvements

  • The Glance for Salesforce package has been updated to prevent an additional agent from joining a session when using 1-Click Connect.
  • Added functionality that sends the ‘origin’ of the session to glance so customers can report on which sessions start from Salesforce.

5.8 Website & Cobrowse - November 11, 2022

Navigation Assist

Glance now allows the agent to navigate to a URL on the visitor’s behalf by clicking on a bookmark within the agent viewer. The admin can designate which websites will be available for navigation assist through the Account Management site.

Drag and Drop Cobrowse Widget

The agent and visitor can now drag and drop the Cobrowse widget during a session. The widget will snap to a corner on the screen based on the quadrant it is moved into.

Role Settings for Video Background Effects

Glance administrators can now configure agent background effects based on their role. With this addition, administrators can ensure consistent backgrounds for agents in similar roles.

Bug Fixes and Optimizations

  • The visitor can now search for text within the Cobrowse PDF viewer
  • The Account Management page now only displays tabs that are active for your group type
  • Improved mask quality of video background replacement
  • Various improvements to Cross-Domain Cobrowse
  • Added new group level permissions to prevent agents from changing their own Glance address
  • Created functionality to capture OCR data and images, resulting in improved overall OCR scanning. In addition, the OCR image data captured will be used to prepare machine learning model training data to be reviewed live with URL extraction results.
  • Stylesheets on the agent side are now served compressed when using Cobrowse Asset Management
  • Added Content Security Policy headers onto additional Glance web pages
  • Upgraded Screenshare Viewer to support Agent information for Role-based masking

Hotfix Released on 11/12/22

  • Improved video quality for sessions starting in small video and then maximizing to large video.

5.7.9 Website & Cobrowse - October 26, 2022

Bug Fixes and Optimizations

  • Improved video background replacement quality
  • Fixed a bug where the agent would not be able to re-share their screen after a previous screen share session ended
  • Fixed a bug where the “Sharing Screen” banner would not disappear when screen sharing ended
  • Improved video startup time
  • Improved the screenshare “allowed websites” functionality
  • Improved the ability to open Agent Viewer in an IFRAME for various integrations
  • General OCR bug fixes

Infrastructure Changes

  • Along with this release, we are increasing our filtering of potentially malicious web traffic. This will initially be put in place Monday evening October 24, 2022, at 6:00 PM ET. We will then be rolling out additional filtering rules throughout the week.

5.7 Mobile SDK - September 30, 2022

iOS SDK

  • Optimized API calls to improve app stability in situations with poor network connectivity.

Windows SDK

  • Added support to integrate with 64-bit applications.
  • Optimized API calls to improve app stability in situations with poor network connectivity.

Android SDK

  • The name/email/phone parameters can be passed via the VisitorInitParams class.
  • Fixed a bug where default UI would appear when turned off in certain situations.
  • Optimized API calls to improve app stability in situations with poor network connectivity.

5.7 Website & Cobrowse - September 29, 2022

Screen Share for Visitors

Glance now allows the agent to give the visitor permission to share their screen when a session is escalated to Screen Share from Cobrowse without downloading or installing any software. The visitor can share their desktop, application window, or browser tab with the agent to present any necessary information.

Cobrowse Customization Tool

With this release, Glance has added a customization tool for the current version of Cobrowse. This feature allows Glance Administrators to make updates to UI elements through a user-friendly interface. Customers are now able to update the following:

  • Colors for widget bars, buttons, borders, and gesturing
  • Logo icons
  • Agent cursors
  • The language, text, and font used within modals

Script Tag Generator

Glance has introduced a script tag generator that allows Glance Administrators to modify attributes to create a custom script tag that enables Cobrowse on websites. This convenient interface will let users fill out each individual attribute for the script tag and then generate a script that can be copied and pasted into their website.

Please see this page for more information regarding the Script Tag Generator.

Bug Fixes and Optimizations

  • Password reset emails can only be sent once an hour for a glance account
  • The guest now has the ability to zoom in on the screen being displayed during a browser based cobrowse session
  • The “Manage Your Account” site has received a facelift and has been renamed “Account Management”
  • When sharing a window with allowed sites configured, the agent now sees a banner within their Glance session indicating that their screen is loading or being shared with the visitor
  • Email address and telephone number are no longer required when updating a user’s profile
  • Removed the X button from the “give the agent this code” Cobrowse modal and replaced it with an End button
  • Mulitway video now supported on Firefox
  • General accessibility updates
    • Fixed focus order to improve visual flow
    • Ensured error messages are properly conveyed
    • Fixed zooming in ratios
    • Improved color ratios
    • Improved areas where color alone was conveying status
    • Corrected logical Keyboard focus order when interacting with modal dialogs
  • Various performance and security improvements
    • Customers are no longer able to reference non-Glance web servers in resources that they upload. They must upload resources to Glance’s CDN
    • Resolved XSS attack vulnerability
    • Expanded clickjacking protection

3.13 Salesforce Package - August 4, 2022

Support for SAML SSO

Glance has added the ability to use SAML SSO to authenticate users. Customers who have implemented SAML Secure Transparent Sign-On can leverage this from the Glance for Salesforce package.

Accessibility Updates Updated focus order, aria labels, and contrast to support the WCAG 2.1 AA standard.

Fixes and Improvements

  • The Glance for Salesforce package has been updated to open a new window for the agent viewer without including session URL parameters.
  • Added the ability to support a SHA-256 value for presence, so the value is newly-generated each time the visitor is present.

5.6 Website & Cobrowse - July 20, 2022

Document Sharing Improvements

  • Document Sharing links can now be assigned to a specific role.
  • Improved look and feel of Document Sharing Prompt.
  • Added the ability to allow the agent to specify which documents can be downloaded by the customer.
  • Documents now have a supported file size of:
    • XLS/CSV files limited to 5mb
    • PDF files limited to 10mb

Security Improvements

  • Visitors now generate a 256-bit token when their session starts that is required in all subsequent requests.
  • Updated Viewer Content Security Policy (CSP) to restrict insecure inline styles. Customers now have the option to allow CSPs when using custom CSS or to leave them inactive for added security.
  • Restrict Inline Frame (Iframe) elements from being displayed unless they are from a trusted domain.

Bug Fixes and Optimizations

  • Visitors can now choose a different camera by selecting the gear icon during Cobrowse if they have an error accessing their primary camera.
  • Updated ShowUsers API call to include account creation date, last session activity date, and last date of authentication to Glance.
  • Added session setting option to prevent a single agent from joining the same session twice.
  • Tooltips now appear when hovering over role settings.
  • Admins can now view the version of Glance Cobrowse being used on the Summary tab.
  • Added Microsoft Edge to the browser extension section of the install page.
  • Transferred Video Background Effects to the Video Settings page and added a setting to configure video size at session start.

5.5 Website & Cobrowse - June 16, 2022

Remote Assist with Restricted Editing

With this release, Glance has added Remote Assist with Restricted Editing. This feature allows agents to control a restricted set of elements on the page while in Remote Assist (formerly Remote Control) mode. This feature empowers agents to help the visitor fill out forms or complete workflows, while maintaining compliance. Agents are provided visual indicators to help them determine which fields they can edit along the workflow. Each interaction is logged in an event stream, so you can securely log what actions occurred during the session. To enable this feature, Contact Glance.

Settings and Customization Inheritance

Glance has added the ability for sub-groups to inherit the settings and customizations of the parent group. This allows an admin to make changes to one group that propagate to sub-groups, so they can provide a consistent Glance experience across sub-groups.

Improvements in Presence Glance has improved the reconnect behavior in an effort to avoid the service from being flagged as a bot or spammer.

Integrate Glance Session Data

The Glance Cobrowse Visitor Side API can now retrieve the CallID of a Glance session occurring the tagged web property. This would serve as a unique identifier that can be added to a database and associated with internal data to create reporting to measure outcomes when using Glance.

Bug Fixes and Optimizations

  • Video Optimization Improvements
  • Accessibility improvements to conform to the WCAG 2.1 AA standard.
  • Web Screen Share Optimization: performance improvements and new domain wildcard support for Allowed Sites.
  • Glance is phasing out the use of the header Access-Control-Allow-Credentials on the visitor side.
  • Other fixes and improvements.

3.12 Salesforce Package - May 16, 2022

Support for Enhanced Domains

With this release, Glance has added support for Salesforce Orgs utilizing Enhanced Domains. If your org uses this feature, install the 3.12 package and follow the instructions to set the VisualForce URL.

5.4 Android SDK - April 21, 2022

Fixes and Improvements

  • Upgraded APIs to resolve crashes when Jetpack compose views were used.
  • Additional stability and security enhancements.

5.4 Website & Cobrowse - March 31, 2022

Web Screen Share General Availability

With this release, Glance has made enhancements to our Web Screen Share feature, and it is now generally available. This feature allows agents to escalate from a Cobrowse session to showing their screen, without downloading any software.

Password Policy Changes

We’ve enhanced our Password Management Policy to maintain compliance with ISO 27001 and SOC 2 Type 2. If you have any questions, Contact Glance. As an administrator, you can unlock any locked out users.

Cobrowse Visitor API Enhancements

The cobrowse UI adds event listeners to GLANCE.Cobrowse.Visitor, so that the interface can update according to what is happening during the session.

Most of the time, after navigating to a new page during cobrowse, the cobrowse UI initializes before the cobrowse session continues. Sometimes the cobrowse code may connect and start uploading to the session before the UI has added its event listeners. To support this use case, we have added a new method, GLANCE.Cobrowse.Loader.setUIReady(). If you are using a custom UI, you will need to add the call to this method.

Presence Visitor ID Improvements

Glance has added the ability to specify the visitor ID for presence after page load, and change the visitor ID after presence is instantiated, for situations where the Visitor ID may not be known at the time the page is loaded.

Bug Fixes and Optimizations

  • Video Enhancements including improvements to background blurring.
  • Accessibility improvements to conform to the WCAG 2.1 AA standard.
  • Other fixes and improvements.

5.3 Mobile SDK - March 9, 2022

Dynamic Masking

With this release, Glance has added the ability to allow customers to mask mobile app content based on the role of the agents in the session. Within the Glance SDK, there is a new session start parameter that will denote whether the screen share session should start in a paused state. Based on the agents joining and leaving the session, the session can be paused or unpaused.

Localization Glance has updated localization strings for iOS and Android.

Improvements and Fixes

  • Added Default UI events for tapping on decline or accept within presence terms dialog.
  • Bug fixes and improvements.

5.3 Website & Cobrowse - February 17, 2022

Escalate to Screen Share from Cobrowse (Beta)

With this release, Glance has added the ability for agents to escalate from a Cobrowse session to showing their screen, without downloading any software. During a cobrowse session, the agent simply clicks the Screen Share button in the Agent Viewer to share their entire screen, a window, or browser tab.

Administrators have the ability to configure Bookmarks that will appear in the Screen Share menu of the Agent Viewer. In addition, administrators can restrict the sites agents can share during a session through the Allowed Sites settings. Once configured, agents can only share websites that are included in the Allowed Sites settings.

Note: This feature is only supported for agents using Chromium-based browsers. For best results, use Chrome.

If you are interested in using this feature, contact Glance.

Accessibility

Added accessibility features to support the ?Web Content Accessibility Guidelines (WCAG 2.1 AA) for the entire Glance Video experience for agents, visitors, and guests.

Fixes and Improvements

  • Improved Glance Video quality and performance.
  • Security fixes and improvements.
  • Added the ability to optionally hide the open PDF link in the PDF viewer during PDF cobrowse.
  • The cache-control header has been changed for a request used when initiating a session, to avoid caching of the response.
  • Glance is ending support for unencrypted agent connections in cobrowse.