2023 Archive

6.7 Mobile SDK - December 29, 2023

Android

Improved security by now connecting to Websocket using Retrofit.
Fixed bug where DefaultUI SDK would crash after screen rotation.
Resolved conflict with Jettified obfuscated library.
Fixed bug where ANR would occur if a Glance Init call was made to a disconnected network.
Modernized the current HTTP calls mechanism using the Retrofit library.
Fixed bug where Fullscreen Capture Mode wasn’t functioning properly.
Resolved issue where Null Pointer Exception would occur when performing REST API calls.

iOS

The Glance SDK is now included in the frameworks folder for manual integration.
Fixed bug where Default UI integration would trigger an error on captureSession property using weak self.
Fixed bug where the video widget location on the visitor screen would not match what was displayed on the agent screen.
Resolved conflict with Presence auto-join.

6.13 Website & Cobrowse - December 21, 2023

Bug Fixes and Optimizations

Customers with Allowed Sites for Agents enabled can now restrict which browser type an agent can screen share from.
Stability Improvements.

6.6.1 Mobile iOS SDK - December 18, 2023

iOS SDK

Resolved bug that prevented WebMasking from working.

6.6 Mobile SDK - December 4, 2023

Default UI as a Package

The Glance SDK UI has been extracted to a standalone module, so you can use only the core features without any UI or you can use/change the UI code to match your application needs. The package includes sample apps showing how to use it.

The SDK now allows two-way video to be utilized during screen-sharing sessions. With one click, agents can connect face-to-face with your customers and naturally collaborate in your app. Or, start with screen share in the app and introduce video as needed in the conversation. How the experience works can be configured inside your app or managed in your group’s settings.

Mobile Session UI Redesign

The Glance SDK UI has a more intuitive look and feel that supports two-way video communication. Video and controls are grouped into a movable widget that glides over your app experience.

The widget can escalate to different modes (and sizes) depending on the visitor/agent’s needs.
The video widget will return to one of four corners when moved by your finger or collapse off-screen into a tab when pushed off-screen.
The video widget can expand to “Large Mode” for a focused face-to-face conversation.
During large mode, the mobile user can show their rear camera for sharing documents or other things in their physical space.
Alerts and prompts can be customized with your own language, styles, and links to terms & conditions to keep the experience consistent with your brand.
Session UI supports screen readers, allowing visually impaired customers to get auditory feedback on session status and swipe through session controls on top of the app.

Agent Session Controls

Agents now have more control over the session experience to better connect with customers.

Agents can move the customer’s video widget around the screen, choosing a corner to leave it in or taking it off-screen in a tab to focus on the app content.
Agents can also dynamically change the experience to large and small video modes, allowing them to drive face-to-face connections before taking action in the app.
On occasions when customers inadvertently share their video, the agent can turn their camera off. Only customers can turn the video back on when they are ready.

Note: Session controls are for mobile phone sessions only. Desktops and tablets are not supported.

Optimizations

Easier integration and usage.
Improved stability when connecting to Presence on iOS.
Increased character limit for visitor IDs with Presence to 100.
Fixed an issue on iOS that prevented agents from offering sessions via Presence if the visitor had already completed a session.
Moved critical features like Visitor Initialization and Session Start out of the main (UI) thread to make it asynchronous on Android.
Cleaned Proguard rules to ensure that the built artifacts have only the necessary content, resulting in the artifacts getting smaller (Android).
Enabled SPM integration (iOS).

Retirements & Support

The Glance SDK integration with VoIP is being retired. We recommend using the device’s onboard voice capabilities instead.
The standalone 2-Way Video SDK is being retired. For 2-way video capabilities, use the standard Glance 6.6 SDK.
The previous 5.7 SDK generation remains supported for the time being.

6.5 Mobile SDK - November 24, 2023

iOS SDK

Resolved the following issues with the Default UI:

Missing camera button on the Visitor side during a session.
Visitor phone seems frozen when in a session (no video on).

Android SDK

Resolved the following issues with the Default UI:

Missing Min or Max button in smallvisitoronly or largevisitoronly mode.
Smallvisitoronly or largevisitoronly mode prevents the Agent from seeing the Visitor after the Agent shares their own video.

6.12 Website & Cobrowse - November 21, 2023

Bug Fixes and Optimizations

Stability Improvements

6.11 Website & Cobrowse - November 9, 2023

Bug Fixes and Optimizations

Improvements to infrastructure for session servers.
Stability Improvements.

Script Package Patch 6.11.1 Released on 11/13/2023

Fix for XLS Cobrowse on the latest browser versions.

Info

The 6.10 version had no customer-facing changes and included Glance internal improvements only.

6.9 Website & Cobrowse - October 18, 2023

Bug Fixes and Optimizations

New option to add a Secondary Terms URL beneath the Terms and Conditions URL on the Mind If I Browse With You widget. Refer to the URL Configuration page for additional information.
Created tools to generate custom Cobrowse Guest Join pages.
Renamed Links section within Cobrowse Settings to URL Configuration.
Optimizations and improvements to CAM.
Stability Improvements.

6.8 Website & Video - September 28, 2023

Bug Fixes and Optimizations

The background color of the header displayed while a guest is in session can now be customized.
Optimizations and improvements to CAM.
Stability Improvements.

6.7 Website, Video, & Cobrowse - September 14, 2023

Bug Fixes and Optimizations

Guests joining a Cobrowse session with video enabled now select their video options after they’ve been admitted by an agent. Refer to the Adding A Guest page for more information.
Mobile users’ video display now appears in a square frame when viewed on a computer screen to improve alignment.
Stability Improvements.

6.6 Website, Video, & Cobrowse - August 31, 2023

Bug Fixes and Optimizations

Eliminated reliance on 3rd party cookies for customers who iframe the guest join experience within Cobrowse.
Performance improvements, security updates, and bug fixes.

6.5 Website & Cobrowse - July 27, 2023

Bug Fixes and Optimizations

Clients now have the ability to host the Cobrowse guest join page on their own domain. Refer to the Adding A Guest page for additional information.
Performance improvements and bug fixes.

6.4 Website & Cobrowse - June 29, 2023

Background Blurring on Mobile Devices

Visitors and guests can now enable background blurring while in a Cobrowse session on a mobile device.

Refer to this page for more information regarding background blurring.

Bug Fixes and Optimizations

Implemented Universal Cobrowse Asset Management (CAM) to increase session speeds.
Improved video mask edge blending.
Improved video stability when one or more guests join.
The agent now receives a notification if the Cobrowse tab remains open but is no longer the primary focus of the visitor, indicating that the visitor may have minimized the browser or opened an unrelated tab.
Updated the TLS cipher suites used on the website and services for improved security. This may affect use of services, especially Screen Share, from deprecated browsers or operating systems such as Windows 8.1 and earlier.
Additional performance improvements and bug fixes.

5.7.13 Mobile SDK - June 9, 2023

All Platforms

Optimized ending sequence for shared sessions on both iOS and Android, reducing the total time to five seconds.
Ensured the appearance of an orange border around the device for enhanced visibility.
Rectified an issue causing application termination during privilege acquisition.
Fixed the issue of webview masking not being removed in the agent view.
Incorporated the “set terms” method for both iOS and Android platforms.
Made “visitor.init” asynchronous in Android to improve application responsiveness.
Resolved non-functional session IDs for colors in Android.

6.3 Website & Cobrowse - April 27, 2023

Bug Fixes and Optimizations

Web Screen Share Bookmarks and Allowed Sites have been moved from the main Settings page to the Cobrowse Settings page.
The agent is now able to interact with all document viewer controls while sharing a PDF document with the visitor.
Visitors are now able to use the Firefox browser when using Screen Share within Cobrowse.
Decreased the time it takes Cobrowse to detect a network drop for the agent.
Gesture labels are now visible for agents and additional guests in a Cobrowse session.
Video optimizations.
Fixed bug where gestures on elements in iframes were not displaying properly.
Additional bug fixes and performance improvements.

Script Package Patch 6.3.1 Released on 5/23/2023

Various bug fixes.

Script Package Patch 6.3.2 Released on 6/01/2023

Increased Cobrowse session speeds.
Various bug fixes.

5.7.12 Mobile SDK - April 14, 2023

All Platforms

Visitor IDs now support up to 100 characters.

5.7.11 Mobile SDK - March 31, 2023

Android SDK

Fixed crash in screen capture.

6.2 Website - March 30, 2023

Bug Fixes and Optimizations

Added a method to the Browser Agent API to identify if an agent is in a session.
Various bug and security fixes.

5.7.10 Mobile SDK - March 15, 2023

iOS SDK

Fixed a rare crash during initialization on slow networks.

Android SDK

Fixed an issue related to the message displayed to an agent when the session is paused.

6.1 Mobile SDK - March 10, 2023

Two-Way Video + Screen Share

Mobile Session UI Redesign

The Glance SDK UI has a more intuitive look and feel that supports two-way video communication. Video and controls are grouped into a movable widget that glides over your app experience.

The video widget will return to one of four corners when moved by your finger or collapse off-screen into a tab when pushed off-screen.
The video widget can expand to “Large Mode” for a focused face-to-face conversation.
During large mode, the mobile user can show their rear camera for sharing documents or other things in their physical space.
Alerts and prompts can be customized with your own language, styles, and links to terms & conditions to keep the experience consistent with your brand.
Session UI supports screen readers, allowing visually impaired customers to get auditory feedback on session status and swipe through session controls on top of the app.

Agent Session Controls

Agents now have more control over the session experience to better connect with customers.

Agents can move the customer’s video widget around the screen, choosing a corner to leave it in or taking it off-screen in a tab to focus on the app content.
Agents can also dynamically change the experience to large and small video modes, allowing them to drive face-to-face connections before taking action in the app.
On occasions when customers inadvertently share their video, the agent can turn their camera off. Only customers can turn the video back on when they are ready.

Note: Session controls are for mobile phone sessions only. Desktops and tablets are not supported.

Optimizations

Improved stability when connecting to Presence on iOS.
Increased character limit for visitor IDs with Presence to 100.
Fixed an issue on iOS that prevented agents from offering sessions via Presence if the visitor had already completed a session.

Retirements & Support

The Glance SDK integration with VoIP is being retired. We recommend using the device’s onboard voice capabilities instead.
The standalone 2-Way Video SDK is being retired. For 2-way video capabilities, use the standard Glance 6.1 SDK.
The 6.1 SDK does not currently support custom UI.
The previous 5.x SDK generation remains supported for the time being.

6.1 Website & Cobrowse - March 3, 2023

Gesture Identification

Cobrowse sessions that involve multiple agents and/or guests now have gestures with unique identifiers to differentiate which person is gesturing. Each gesture is identified with a specific color and the name of the agent or guest.

Please see this page for more information regarding gesturing.

Bug Fixes and Optimizations

Clients can now request a view-only security setting for members within a group. Members with this setting activated will be able to view security settings but not update them.
Corrected issue where the agent’s mouse and gestures were positioned incorrectly on the visitor’s side.
Various bug fixes to optimize Cobrowse.

6.0.1 Website - February 2, 2023

Bug Fixes and Optimizations

Improved security posture
Cobrowse stability improvements

5.8.6 CServer - January 25, 2023

Optimizations

Optimized CServer Performance to reduce:
- Lag times on outbound HTTP requests.
- DBCMD queue response times.