2021 Archive

4.14.3 iOS SDK – February 3, 2021

Fixes and Improvements

Fixed an issue that caused the iOS SDK to crash on a force-quit of the application.

4.18.2 Website – March 9, 2021

Internet Explorer 11 Deprecation for Agents

Glance has deprecated support for Internet Explorer 11 for Agents. If an Agent uses IE 11 and attempts to start a Glance session, they will receive a message that the browser is unsupported. More information about our Internet Explorer deprecation policy is available here. If you have any questions, Contact Glance.

Self-Hosting Package Tool

Glance has added a tool to help generate a single customized self-hosting package zip file, which includes:

• The standard JavaScript, HTML, and CSS that is currently included in the self-hosting package.
• Your group’s staging and production custom skin CSS file with your color and branding customizations.
• Your group’s staging and production custom visitor text JSON files with customized widget text.

Details about using this tool are available here.

New Install Start Page

With this release, Glance has implemented a new Install Start Page, which installs the Glance Client (if necessary) and invokes it to start sessions. The new page uses new parameter standards, and any existing calls from the legacy start page will be redirected. The Login Key check page was also updated to reflect the latest start cases.

Improvements and Fixes

• Glance has deprecated the support for ‘pool user’ sessions in the agent viewer.
• Updated Cobrowse to provide the ability for the user to allow the camera once on glance.net, so that they do not experience any agent video failures.

4.19 Website – April 1, 2021

New User Interface for Agents

Glance designed the updated UI with usability in mind. The new UI makes it easier for Agents to end sessions and see key session information. If you are using Glance Agent Video, it also enables Agents to select which camera to use. Some customers may already be using the new UI. Information on the new UI is available here.

Import a CSS file from the Glance Admin Portal

This feature allows Glance administrators to accommodate additional custom CSS within the customer-facing cobrowse widget. A key application for this feature is uploading a CSS file to localize the cobrowse widget. Details about this feature can be found here.

Terms of Service Agreement

With this release, Glance has added a terms of service click-through agreement, which will allow brand new customers to agree to our terms and conditions from the Manage Your Account site. This agreement will only be displayed for new administrators, or new administrators of existing accounts.

4.19 Mobile SDK - April 15, 2021

Localization Improvements

With this release, Glance has improved localizing text strings in the SDKs. This allows mobile app developers to localize all text labels in the user interface, so that you can provide an interface translated in your customer’s native languages. A list of all iOS and Android text strings is here.

Mobile app developers who use Cocoapods can also now localize text strings.

Agent-Side Identification of Masked Elements

Glance has added an indicator to masked elements, so agents have a better visual signal that a field is masked.

Select Display to Show for Android

Glance has added the ability to select the display to show has been added for Android devices with multiple displays.

Support for 32-Bit Architecture

Glance_iOS and Glance_iOSVideo frameworks have dropped support for 32-bit (arm7) devices. There is a Glance_iOSLegacy framework available with 32-bit support. It does not support Twilio Voice. 4.19 is the last version of the SDK to support 32-bit.

Improvements and Fixes

• Added support for the SFsafariViewController for the iOS SDK.
• The iOS SDK has now switched to the XCFramework to support apps being developed in XCode 12. The iOS SDK also updated Twilio Voice to the XCFramework.
• Security fixes and improvements

5.0 Website - June 3, 2021

New Manage Your Account Settings

With this release, two new settings are available in the My Account portal:

• Use multi-participant video during sessions
• Invite Guests

These settings will be used for future functionality and are turned off by default.

Fixes and Improvements

• Cobrowse users who do not have access to remote control will not see the back, forward, and refresh buttons.
• Improvements to the Cross-Domain Cobrowse section, which now provide better instructions on how to configure this feature.
• General infrastructure and security fixes.

5.0 Cobrowse - June 10, 2021

Glance Video General Availability

With this release, Glance is pleased to announce the general availability of our new product, Glance Video. Glance Video humanizes digital interactions by providing the ability for agents to participate and lead a web-based, multi-participant video session with a primary cobrowse visitor. By enabling agents, visitors, and participants to visually interact face-to-face, as an overlay to existing voice or chat channels, Glance enterprise customers improve key business metrics such as: CSAT, NPS, lead conversion and sales close rates.

A few key benefits:

• Build, grow, and facilitate material relationships that rival in-person experiences
• Built into pre-existing workflows – start calls with video and quickly escalate into cobrowse with video
• Embeds directly into your website or mobile site, ensuring a consistent experience
• Seamlessly connects into your existing CRM, telephony, and chat technology

Glance Video Features

• A responsive UI that supports both desktop and mobile screen formats
• Multi-participant Video (up to 10 participants)
• Ability to add additional guest participants
• Accessible UI (conforms to the WCAG 2.1 AA standard)
• Standard cobrowse features such as PDF/XLS document viewing, masking, gesturing, and remote control
• Salesforce Integration (beta): agents can instantly join video sessions using 1-Click Connect

To learn more about enabling this product, Contact Glance.

See our Help Guide for more information on this feature.

Browser and Device Support

Glance Video is supported on a variety of devices, browsers, and operating systems, depending on the type of user in the session.

Visitors and Guests

Agents

Bandwidth Requirements

Glance Video will require different amounts of bandwidth depending on a number of factors, with the most important being:

• Whether or not the viewing is happening in large or small video
• The number of participants in the session
• How well the frame will compress

Large video, per participant, starts at 640 x 360 resolution with 24 frames per second. Small video starts at 320 x 180 at 20 frames per second per participant.

The grid below shows expected bandwidth usage per video stream for high quality video:

5.1 Mobile SDK - July 9, 2021

Masking Personally Identifiable Information (PII) in Webviews

With this release, Glance has added the ability to mask Personally Identifiable Information (PII) in embedded web content (WebView on Android, WKWebView on iOS), which prevents just those portions of web view content from being seen by the agent.

Glance masks the embedded web view content using the SDK by inspecting the web view element, running a CSS selector process on it, and then rendering a mask over the specific portion of the app sharing screen. All masked data stays on the customer device and there is no transport of masked data.

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

5.1 Glance Client - July 15, 2021

Fixes and Improvements

• Native support for Apple silicon Macs.
• General infrastructure and security fixes.

5.1.1 Android Mobile SDK - August 4, 2021

Fixes and Improvements

Fixed an issue that caused the Android app to crash when removeMask was called multiple times.

3.9 Salesforce Package - August 12, 2021

Conduct Glance Video Sessions from Salesforce

With this release, Salesforce users now have the ability to conduct Glance Video sessions from Salesforce. Glance Video humanizes digital interactions by providing the ability for agents to participate and lead a web-based, multi-participant video session with a primary cobrowse visitor. Administrators can customize the experience for agents, allowing them to start sessions in large or small video mode from presence. You can install the 3.9 Salesforce package here.

To learn more about enabling this product, contact Glance.

Fixes and Improvements

• Improved session timeouts for Cobrowse and Mobile Camera Share sessions, so visitors have sufficient time to accept the request.

• Improved the package to display an error to an agent when the viewer is blocked from opening.

5.1 Website & Cobrowse - September 28, 2021

Document Sharing for Cobrowse

Document Sharing allows visitors and agents to share documents hosted on their computer with each other during a Cobrowse session. This is additive to our existing support for PDF and Excel Cobrowsing, which provides the ability to cobrowse PDF or Excel documents hosted on the customer website. Users can optionally save the files shared with them to their local computer.

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

Agent Video Background Effects

Glance has added the ability to allow you to blur or replace video backgrounds for agents during cobrowse sessions for better privacy. Administrators can customize the background effects for participants from Manage Your Account. If the background effects button is enabled, agents can turn effects on and off from the Gear icon on the agent viewer. Additional documentation on this feature is available here.

If enabled, Agents have the ability to:

• Blur backgrounds
• Replace their background with an image (like company logo)
• Replace their background with a color fill.

Add Additional Guests to Cobrowse Session

With this release, we have added the ability to add additional guests to a Cobrowse session, even if you do not use multi-participant video. If enabled, the agent can send the guest an invite to join the session from the agent viewer.

1-Click Connect Added to Browser Agent API

Glance has added 1-Click Connect capabilities to the Browser Agent API, to allow agents to start a session when the visitor is present on the customer website. You can include the Glance Browser Agent API in an agent-side web application to start and close Glance sessions.

Fixes and Improvements

• Improved Glance Video Session reporting.
• Extended the Glance Visitor ID character limit to 64 digits.
• Added support for binary strings for Excel Cobrowse.
• Accessibility improvements to support Glance’s Voluntary Product Accessibility Template (VPAT) on our default Cobrowse visitor UI.
• Fixed an issue that caused gesturing to be off during sessions.
• Security fixes and improvements.

5.2 Mobile SDK - October 12, 2021

Added Default UI events for Tapping Accept or Decline

To allow for better reporting and analytics, we have added default UI events when the user taps Accept or Decline in the terms dialog. This is on for only non-presence sessions. Support for these events for presence-initiated sessions will be added in a future release.

Fixes and Improvements

• Added logging if the customer tries to start a session before the previous session is over.

• Fixed an issue that caused the Android application to crash during webview masking.

• Fixed an issue that caused screen sharing to freeze when sharing a WKWebView containing an iframe tag.

5.2 Website & Cobrowse - November 18, 2021

Dynamic Masking

With this release, Glance has added a Cobrowse "hook" function to allow customers to customize page and element masking during a cobrowse session. Among other things, this provides the ability to mask certain content or the entire page based on the role of the agent(s) in the session. Additional information on this feature is available here.

Document Link Sharing for Cobrowse

Glance has added a feature to Document Sharing, which allows administrators the ability to add links to approved files that agents can share during the session. The administrator can add links to PDF, Excel, and XLS documents. During the session, the agent can select files to share from the pre-approved list. We have also added reporting to log when documents are shared and downloaded.

Visitor Background Blurring

In addition to agent background effects, administrators can now add the ability for visitors to blur their backgrounds. If enabled, visitors can toggle the blur on and off during the session.

Fixes and Improvements

• Added support for Cobrowsing embedded links in PDFs.
• Changed the END button on the agent viewer to a red X.
• Fixed an issue that caused XML Reports not to generate properly when some unicode characters were used.
• Fixed scrolling issues with cobrowse, including one that caused the visitor page not to scroll when an agent attempts to scroll the contents of an iframe.