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Offer Remote Customer Assistance

8x8 Co-browsing is available by subscription only. It allows customer support agents to assist customers remotely via a shared browser. With Co-browsing, you can empower a website or any browser-based application, and offer live, hands-on assistance to customers. Agents play a secondary role in establishing a remote session. A customer in need of assistance must initiate the remote session, generate a unique session ID, and communicate it to an agent via phone or chat. The agent then uses the ID to establish a remote session. This Co-browsing session co-exists with a call or a chat for communicating the session ID. Depending on the level of privileges granted by the administrator, the extent of remote help varies from a basic view-only mode to complete control of the customer's browser instance.

Co-browsing Modes

By setting up a Co-browsing mode, administrators can control the extent to which agents can assist customers remotely. Co-browsing can be enabled in one of the following modes via code snippet. If you do not provide a mode in the code snippet, full-control is the default mode:

Notes:
- The highlighter works in all modes.
- In the full-control and partial-control modes, we cannot prevent agents from controlling form elements that are not native to the browser, such HTML drop-down.

How do I help customers remotely?

Co-browsing is a secure connection that offers Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. agents the ability to remotely provide hands-on assistance to customers who use Configuration Manager. The agent can view the Configuration Manager session opened by the customer, co-browse, observe the mouse movements, and offer hands-on assistance if needed. The session respects the browser size set by the customer. Customers can also observe the agent's mouse movements and highlighted text.

Agents play a secondary role in establishing a remote session. A customer initiates a request for a session by generating and communicating a session code, while the agent uses the code to establish a session. For a remote session, the customer clicks Co-browsing on the top header bar to generate a new session ID. They then communicate the session ID to the agent.

To help a customer remotely via a Co-browsing session:

  1. Log in to Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. as an agent.
  2. Select Co-browsing option from the menu.
    This opens a new browser window prompting for the ID.
  3. Enter the ID received from the customer to initiate Co-browsing.
    The complete Co-browse session is established and the agent can see the customer's screen.
  4. Click Auto-fit on the top header bar to automatically scale the view to fit your available space.
    You can manually increment or decrement the zoom level to your desired value.
  5. Toggle on highlighting on the top header bar.
    You can mark specific components in the page. The marks are visible for both agents and customers for a few minutes or until the agent toggles it off. It also disappears when the customer moves away from the page.

Note: During a Co-browsing session, if the customer is filling a form and entering sensitive information such as SSN, it is hidden from the agent by showing **** instead of the real letters and numbers.

 


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