WID/Current/GCDeveloper/Accessibility - Revision history

WikiSysop at 10:00, July 8, 2022

2022-07-08T10:00:53Z

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:22Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Chrissy.forrest@genesys.com: Published

2021-03-17T12:40:03Z

Published

Chrissy.forrest@genesys.com: Published

2021-03-05T14:18:07Z

Published

Chrissy.forrest@genesys.com: Published

2021-02-03T20:49:23Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Accessibility
|TocName=Accessibility
|Context=Learn how Widgets aligns with the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA.
|ComingSoon=No
|Platform=GenesysCloud
|Role=Administrator, Developer
|Section={{Section
|sectionHeading=Overview
|anchor=overview
|alignment=Vertical
|structuredtext=Genesys provides a Voluntary Product Accessibility Template® - [https://www.itic.org/policy/accessibility/vpat VPAT® report from ITI], to document conformance of Widgets to [https://www.w3.org/TR/WCAG21 WCAG 2.1 specification]. The VPAT® report is a standardized template for documenting conformance to various accessibility specifications. The VPAT® report provided by Genesys follows the W3C/WAI’s [https://www.w3.org/TR/WCAG21 WCAG 2.1 specification], as this is an international standard adopted and recognized by our customers worldwide. The Genesys VPAT® can be downloaded here: {{Repository|Genesys_Widgets_WCAG_2.1_AA_VPAT_version2.4.pdf|3=Genesys Widgets WCAG 2.1 AA VPAT®}}.
|Status=No
}}{{Section
|sectionHeading=What is WCAG?
|anchor=wiwcag
|alignment=Vertical
|structuredtext=[https://www.w3.org/TR/WCAG21 Web Content Accessibility Guidelines (WCAG) 2.1] covers a wide range of recommendations for making Web content more accessible. Following these guidelines will make content more accessible to a wider range of people with disabilities and will also often make Web content more usable to users in general. WCAG relies on four guiding principles for building accessible UIs:

#'''Perceivable''': Information and user interface components must be presentable to users in ways they can perceive.
#'''Operable''': User interface components and navigation must be operable.
#'''Understandable''': Information and the operation of user interface must be understandable.
#'''Robust''': Content must be robust enough that it can be interpreted by a wide variety of user agents, including assistive technologies.
|Status=No
}}{{Section
|sectionHeading=Support
|anchor=support
|alignment=Vertical
|structuredtext=<br />
{{{!}} class="wikitable"
!Plugin
!Genesys Cloud
{{!}}-
{{!}}{{Link-SomewhereInThisVersion|manual=GCAPI|topic=WebChat|display text=WebChat}}
{{!}}Level AA
{{!}}-
{{!}}{{Link-SomewhereInThisVersion|manual=GCAPI|topic=CallUs}}
{{!}}Level AA
{{!}}-
{{!}}{{Link-SomewhereInThisVersion|manual=GCAPI|topic=ChannelSelector}}
{{!}}Level AA
{{!}}-
{{!}}{{Link-SomewhereInThisVersion|manual=GCAPI|topic=SideBar}}
{{!}}Level AA
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Screen reader support
|anchor=srs
|alignment=Vertical
|structuredtext=Supported widgets are accessible via screen readers, which announce the following:

*all the textual and non-textual content on the Widgets window elements
*new chat messages sent by the agent to the user
*outgoing messages sent by the user to the agent
*error messages

To achieve a consistent reading behavior of live data across all the screen readers and the browsers, recommended ARIA live regions have been implemented in Web Chat for reading new messages.

Widgets has been tested and verified in the following desktop environments:

*'''Windows 10''': JAWS Professional Edition Version 2020.1912.11 with Chrome and Internet Explorer 10

*'''Mac OS''': Voice Over in macOS Sierra with Chrome and Safari
{{NoteFormat|Not all screen readers may read all the textual and non-textual window functionality. There are known issues around Firefox and Internet Explorer with some screen readers. The content is read as long as the screen reader model is supported on that particular browser. |1}}
|Status=No
}}{{Section
|sectionHeading=Keyboard accessibility
|anchor=key
|alignment=Horizontal
|Media=GIF
|image=Screen-Recording-2020-03-25-at-1.gif
|structuredtext=Supported Widgets are accessible via the keyboard. Users may navigate to and within any widget using the '''tab''' key or '''shift+tab''' key combo. For dropdowns and the date picker, the user can highlight a selection using the '''arrow''' keys. The '''enter''' or '''space''' key can then be used to make a selection, send a message, or activate a button.

*'''tab''' - step forward to the next element
*'''shift+tab''' - step backward to the previous element
*'''arrow keys''' - move between options within a dropdown or date picker
*'''enter''' - make a selection or submit
*'''space''' - make a selection or activate a button
|structuredtextwide={{NoteFormat|In macOS, Safari Browser's accessibility [https://support.apple.com/en-in/guide/mac-help/mchlp1399/mac settings] must be enabled to allow for proper keyboard navigation in Widgets.|}}<br />
|Status=No
}}{{Section
|sectionHeading=Focus trap
|anchor=focus
|alignment=Vertical
|structuredtext=In desktop browsers, when the {{Link-AnywhereElse|product=WID|version=Current|manual=GCAPI|topic=Engage|anchor=offer|display text=Engage Offer Widget }} is rendered in an overlay modal dialog with the background disabled, the focus is trapped within the content until it is closed. In mobile devices, all the widget layouts are expanded to full screen modal dialog. These mobile layouts contain the aria-modal property as recommended in the [https://www.w3.org/TR/wai-aria-practices/#dialog_modal W3C ARIA Dialog modal best practices]. {{NoteFormat|Widgets does not add the '''aria-hidden''' attribute on the customer page html elements. Due to this limitation, when using screen reader gestures on some Android devices, the focus may not be trapped within the widget. To trap the focus, a custom event handling script needs to be added subscribing to the widget {{Link-SomewhereInThisVersion|manual=GCAPI|topic=WebChat|anchor=events|display text=opened event}}. Also, add the '''aria-hidden''' attribute on the host page html elements, and remove them from subscribing to the corresponding {{Link-AnywhereElse|product=WID|version=Current|manual=SDK|topic=WebChat-combined|anchor=events|display text=closed/minimized events}}.|1}}
|Status=No
}}{{Section
|sectionHeading=Color contrast
|anchor=color
|alignment=Vertical
|structuredtext=Text and background colors and buttons now meet WCAG 2.1 Level AA accessibility contrast guidelines. This allows text to be read clearly. There are changes in the default Widgets themes that increase color contrast in our dark and light themes. Changes include border, button, link, text, and background color adjustments to meet the contrast requirements while maintaining the same look and feel. In addition, there is an outline to indicate which element or section of each widget is in focus.

The following table details some examples of the changes included as part of WCAG implementation. The changes apply to both the light and dark themes, and the light theme is used in the table examples.
{{{!}} class="wikitable"
!Description
!Before
!After
{{!}}-
{{!}}As per the “1.4.11 Non-text contrast” success criterion, icon color has been modified to meet the contrast requirement of at least 3:1 ratio against the adjacent/background color.
{{!}}[[File:Before 5.png{{!}}center{{!}}thumb{{!}}100x100px{{!}}link=https://all.docs.genesys.com/File:Before_5.pngcenterthumb100x100px]]
{{!}}[[File:After 5.png{{!}}thumb{{!}}100x100px{{!}}center{{!}}link=https://all.docs.genesys.com/File:After_5.pngthumb100x100pxcenter]]
{{!}}-
{{!}}As per the “1.4.3 Contrast (minimum)” success criterion, background color of the primary button has been modified to ensure that the contrast ratio of at least 4.5:1 exists between text and background.
{{!}}[[File:Before 6.png{{!}}center{{!}}thumb{{!}}100x100px{{!}}link=https://all.docs.genesys.com/File:Before_6.pngcenterthumb100x100px]]
{{!}}[[File:After 6.png{{!}}center{{!}}thumb{{!}}100x100px{{!}}link=https://all.docs.genesys.com/File:After_6.pngcenterthumb100x100px]]
{{!}}-
{{!}}As per the “1.4.3 Contrast (minimum)” success criterion, placeholder text color has been modified to ensure that the contrast ratio of at least 4.5:1 exists between text and background.
{{!}}[[File:Before 10.png{{!}}center{{!}}thumb{{!}}100x100px{{!}}link=https://all.docs.genesys.com/File:Before_10.pngcenterthumb100x100px]]
{{!}}[[File:After 10.png{{!}}center{{!}}thumb{{!}}100x100px{{!}}link=https://all.docs.genesys.com/File:After_10.pngcenterthumb100x100px]]
{{!}}-
{{!}}As per the “2.4.7 Focus visible & 1.4.11 Non-text contrast” success criterion, borders with 3:1 contrast ratio have been added to highlight the focused state of the menu items.
{{!}}[[File:Before 20.png{{!}}center{{!}}thumb{{!}}115x115px{{!}}link=https://all.docs.genesys.com/File:Before_20.pngcenterthumb115x115px]]
{{!}}[[File:After 20.png{{!}}center{{!}}thumb{{!}}115x115px{{!}}link=https://all.docs.genesys.com/File:After_20.pngcenterthumb115x115px]]
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Browser zoom and text resizing
|anchor=bztr
|alignment=Vertical
|structuredtext=Genesys Widgets supports zooming in and out, or resizing text using the browser's built-in controls. This makes it easier for some viewers to read text on the screen.{{NoteFormat|The {{Link-SomewhereInThisVersion|manual=GCAPI|topic=SideBar}} Widget can only support the zoom feature properly if it contains six or fewer rows. |1}}
|Status=No
}}{{Section
|sectionHeading=Customization
|anchor=custom
|alignment=Vertical
|structuredtext====Localization===
Aria labels are used throughout Genesys Widgets to supply callouts and context for screen readers. These labels have been added to the standard localization language pack definition, allowing you to customize these labels yourself. All aria label strings are prefixed with '''aria''' to make them easy to identify. Review each widget's localization reference page to find these new aria labels. Example: {{Link-SomewhereInThisVersion|manual=GCAPI|topic=WebChat|anchor=localize|display text=WebChat Widget localization reference}}
|Status=No
}}{{Section
|sectionHeading=Resources and tools used
|anchor=resources
|alignment=Vertical
|structuredtext====Online===

* [https://wave.webaim.org/ webaim.org]
* [https://www.deque.com/axe deque.com]
* [https://contrastchecker.com/ contrastchecker.com]

===Screen readers===

*JAWS
*NVDA
*VoiceOver
|Status=No
}}
}}

@@ Line 58: / Line 58: @@
 To achieve a consistent reading behavior of live data across all the screen readers and the browsers, recommended ARIA live regions have been implemented in WebChat for reading new messages.
-Genesys Widgets is built and maintained following WCAG A/AA accessibility standards. These standards are supported by popular screenreaders, such as JAWS, VoiceOver (MacOS, iOS), TalkBack, and others.
+Genesys Widgets is built and maintained following WCAG A/AA accessibility standards. These standards are supported by popular screen readers, such as JAWS, VoiceOver (MacOS, iOS), TalkBack, and others.
 Genesys supports compatibility with most commonly used screen readers in the following cases:
-* '''PC Windows OS:''' JAWS with Chrome and Internet Explorer 11 or Edge
+*'''PC Windows OS:''' JAWS with Chrome and Internet Explorer 11 or Edge
-* '''Mac OS''': VoiceOver with Chrome and Safari
+*'''Mac OS''': VoiceOver with Chrome and Safari
-* '''iOS''': VoiceOver with Safari
+*'''iOS''': VoiceOver with Safari
-* '''Android''': TalkBack with Chrome
+*'''Android''': TalkBack with Chrome
 {{NoteFormat|Not all screen readers may read all the textual and non-textual window functionality. There are known issues around Firefox and Internet Explorer with some screen readers. The content is read as long as the screen reader model is supported on that particular browser. |1}}
 |Status=No

@@ Line 130: / Line 130: @@
 |structuredtext====Localization===
 Aria labels are used throughout Genesys Widgets to supply callouts and context for screen readers. These labels have been added to the standard localization language pack definition, allowing you to customize these labels yourself. All aria label strings are prefixed with '''aria''' to make them easy to identify. Review each widget's localization reference page to find these new aria labels. Example: {{Link-SomewhereInThisVersion|manual=GCAPI|topic=WebChat|anchor=localize|display text=WebChat Widget localization reference}}
 |Status=No
 }}{{Section

@@ Line 30: / Line 30: @@
 {{{!}} class="wikitable"
 !Plugin
-!Genesys Cloud
+!Genesys Cloud CX
 {{!}}-
 {{!}}{{Link-SomewhereInThisVersion|manual=GCAPI|topic=WebChat|display text=WebChat}}

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysCloud
 |Section={{Section
 |sectionHeading=Overview
@@ Line 57: / Line 56: @@
 *error messages
-To achieve a consistent reading behavior of live data across all the screen readers and the browsers, recommended ARIA live regions have been implemented in Web Chat for reading new messages.
+To achieve a consistent reading behavior of live data across all the screen readers and the browsers, recommended ARIA live regions have been implemented in WebChat for reading new messages.
-Widgets has been tested and verified in the following desktop environments:
+Genesys Widgets is built and maintained following WCAG A/AA accessibility standards. These standards are supported by popular screenreaders, such as JAWS, VoiceOver (MacOS, iOS), TalkBack, and others.
-*'''Windows 10''': JAWS Professional Edition Version 2020.1912.11 with Chrome and Internet Explorer 10
+Genesys supports compatibility with most commonly used screen readers in the following cases:
-*'''Mac OS''': Voice Over in macOS Sierra with Chrome and Safari
+* '''PC Windows OS:''' JAWS with Chrome and Internet Explorer 11 or Edge
 {{NoteFormat|Not all screen readers may read all the textual and non-textual window functionality. There are known issues around Firefox and Internet Explorer with some screen readers. The content is read as long as the screen reader model is supported on that particular browser. |1}}
 |Status=No
@@ Line 135: / Line 137: @@
 |structuredtext====Online===
-* [https://wave.webaim.org/ webaim.org]
+*[https://wave.webaim.org/ webaim.org]
-* [https://www.deque.com/axe deque.com]
+*[https://www.deque.com/axe deque.com]
-* [https://contrastchecker.com/ contrastchecker.com]
+*[https://contrastchecker.com/ contrastchecker.com]
 ===Screen readers===