Widget Versions
Two versions of the Communicator Widget SDK are available: Communicator Widget 1.0 and 2.0.
Comm Widget 1.0 is compatible with legacy Agent Desktop, but not interoperable, meaning it supports agents switching between the widget and Agent Desktop, but not simultaneous login. Comm Widget 1.0 is not compatible with Agent Desktop 2.0.
Comm Widget 2.0 is interoperable with Agent Desktop 2.0, meaning agents can be logged in to both the integrated widget and the full Agent Desktop at the same time. Comm Widget 2.0 is incompatible with legacy Agent Desktop. CRM-integrated contact centers that plan to use Agent Desktop 2.0 must plan to update their integrations to Communicator Widget 2.0 as well.
For more compatibility information, see Key Differences in the CRM Integrations FAQ.
Communicator Widget 2.0
Features
- Real-time Agent Assist is available inside the embedded widget, including:
- Transcription
- Agent Checklist (teleprompter)
- Real-time Suggestions
- Real-time Interaction Summary
- Transcription
- Agents can work on tasks that have been push-routed to them directly in the widget.
- Calendar, Chat Center and Knowledge Base apps are available directly inside the widget, with quick action buttons available to open them in full screen.
- Agent Desktop 2.0 (including its Campaign Operator console and Supervisor interface) and standalone OmniQM can be opened in a new tab via quick action buttons.
- Agents can reorder widget navigation controls for ease of access to their most commonly used tabs and apps.
- Agent Desktop 2.0 (including its Campaign Operator console and Supervisor interface) and standalone OmniQM can be opened in a new tab via quick action buttons.
- Agents can work in Agent Desktop 2.0 as well as Communicator Widget 2.0 without losing continuity.
- Communicator Widget 2.0 preserves on-screen object tracking and associated records functionality introduced in its previous version.
Version-Specific Methods and Callbacks
| Comm Widget 1.0 | Comm Widget 2.0 |
|---|---|
| login | -- |
| -- | getVoiceTranscript |
| -- | getChatTranscript |
| onInteractionEnd | onInteractionRemoved |
| onActivateInteractionScreen | onShowScreen |
All methods and callbacks not listed in this table are supported by Communicator Widgets 1.0 and 2.0.
How to Update Your Widget Version
Admins for contact centers with existing CRM integrations can update their widget to version 2.0 as follows:
- Salesforce: Update the Agent Desktop URL format to
<contact center>.com/agent/crmembedded/...
- ServiceNow: Update the bpatternAdapterUrl format to
<contact center>.com/agent/crmembedded/...
- MS Dynamics: Update the Channel URL format to
<contact center>.com/agent/crmembedded/...
- Zendesk: Download the latest app version from Zendesk Marketplace.
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