Additional Features

Co-browse

Co-browsing allows agents to assist customers remotely via a shared browser.

Customer Co-browse Requests

Customers can request a remote session by selecting to co-browse during a chat with an agent. Or if they are chatting with an agent over the phone they can generate a code through a button on the company’s website.

Agent Co-browse Requests

An agent can initiate a co-browse session through the chat interaction menu in Agent Console. Simply select “Invite for co-browsing.”

Agents who receive a code from a customer over the phone can open the co-browse window from their control panel menu

Co-browsing Modes

System administrators can configure co-browse in one of three ways. Full control allows agents to have full control on the customer’s browser session. Partial-control allows agents to highlight and control the browser navigation, but agents do not have privileges to fill any forms on the co-browse page. No-control is a view only mode. Agents can observe customer’s navigation, highlight, and offer guidance.

Review

Now that you’re familiar with the functions and features available in Virtual Contact Center, you can go back and review each section to further your knowledge.