AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |
Back to Blog
Cloud browse download1/9/2023 ![]() ![]() The primary voice or chat interaction can continue even when co-browse has ended.īusiness and Distribution Logic Business Logic For a WebChat session after 15 minutes of inactivity the session will be disconnected.The primary chat or voice interaction is transferred or ended by either the customer or the agent.The agent chooses to end the co-browse session.The customer chooses to end the co-browse session.The co-browse session ends when any of the following events occurs:.The customer can revoke the Write Mode at any time, returning the agent to read-only mode. Sensitive Data can be masked before presenting to the agent, and agent controls (the ability to fill certain fields or submit forms) can be blocked through instrumentation. Once the customer accepts this request, the agent can navigate, fill forms, and click hyperlinks on the web page. ![]() If the agent needs to enter information into the web page or to navigate the browser, he/she can send the customer a 'request navigation'.The agent does have the ability to highlight sections of the page (by clicking) or to add annotations to the page to guide the customer. In read-only mode, the customer and the agent can see each other's mouse pointer but the agent cannot enter any information into the web page, click buttons, or navigate the customer's browser. Agents start co-browse sessions in read-only mode. When the session is established, the Genesys Cloud CX UI displays a view of the website in the browser window the customer is using.Chat only: The customer clicks the 'start sharing' option when asked the question if they want to share their screen.The customer enters the security key into the website to start the co-browse session. This security key is then given over the phone by the agent to the customer and entered by the customer. Call only: A security ID is displayed to the agent if he/she clicks the 'screen sharing link' in the Genesys Cloud CX UI.For security reasons, the customer and agent have to initiate the co-browse session. The agent may propose to the customer to start a co-browse session to support him/her on the website.The customer and agent are connected via a chat session or a voice call.Leverage annotations, comments and browser control to aid quick resolution. Reduce shopping cart abandonment and increase online conversion rates. Optimize the customer service experience by initiating a co-browse session with the customer to resolve their request the first time ![]() Mitigate customer frustration by providing a better method to serve and assist customers thereby reducing customer effort The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line: During the conversation, the ability to see and control the customer's browser through co-browsing functionality enables the agent to convey information more effectively and get the customer's issue resolved more quickly. Use Case Overview Story and Business ContextĪ customer and a contact center agent are having a conversation over the phone or through a web chat session. ![]()
0 Comments
Read More
Leave a Reply. |