Initiating Co-browsing

Prerequisites

• The agent and customer are in a session.
• The OU that the agent can access has available co-browsing URLs.

Context

Only the web channel supports this function.

Procedure

1. Click on the right and select an OU that you can access.
2. Click More and choose Cobrowse Site.
   Figure 1 Choosing Cobrowse Site
   

3. Select a co-browsing URL and click to send a co-browsing request.
   Figure 2 Sending a co-browsing URL
   

4. After the co-browsing request is successfully sent, wait for the customer to accept the request.
   A blank Co-browsing tab page and a browser trust request requiring your acceptance are displayed on the agent side.

   Figure 3 Waiting page
   
   Figure 4 Browser trust request
   

   The preceding figures are only examples.

5. After the customer accepts the request, co-browse the page with the customer.

   A new page is displayed on the customer side. The page content of the co-browsing URL is displayed on both the new page on the customer side and the Co-browsing tab page on the agent side.

   Table 1 GUI elements on the Co-browsing page (agent side)

   Element/Component	Type	Description
   	Button	The agent requests or stops the customer page control permission. After the agent initiates a request, the following options are displayed on the customer side: : Accept the request. : Reject the request. NOTE: Accepting the request will share your page, which may contain your personal data. Exercise caution when performing this operation.
   	Button	The agent exits the co-browsing room.
   	Button	Eraser.
   	Button	Highlighter.
   	Button	Brush.
   	Button	Hide the toolbar.

   Figure 5 Co-browsing page (customer side)
   

   Table 2 GUI elements on the Co-browsing page (customer side)

   Element/Component	Type	Description	Value Range	Triggering Event	Remarks
   	Button	Draw.	-	Click	-
   	Button	The customer revokes or grants the page control permission to the agent.	-	Click	-
   	Button	Highlight key areas.	-	Click	-
   	Button	Erase a drawn mark.	-	Click	-
   	Button	The customer exits the co-browsing room.	-	Click	-
   	Button	Hide the toolbar.	-	Click	-

   

   The agent is advised to view the customer's presentation in the normal browser window instead of the zoomed-out browser window.

Follow-up Procedure

After the co-browsing ends, the agent can choose Customer Contact History > Session Record of Web Collaboration to view the co-browsing session record, including Room Number, Agent Number, Caller, Starting Time, and End Time.