PEC-COB/Current/Developer/GCBCobrowseSessions - Revision history

WikiSysop at 19:19, July 28, 2022

2022-07-28T19:19:25Z

Llannoye: Published

2020-08-31T21:02:18Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:32:45Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:53Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:56:47Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Genesys Co-browse sessions
|TocName=Genesys Co-browse sessions
|Context=Co-browse sessions are the interactions between customers and agents, where privacy and security are priorities.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator, Developer
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=A session is initiated when a customer requests to co-browse. The session stays idle until the agent joins, then the session is considered to be active. The session ends when one of the parties (the customer or the agent) exits. It is not possible to re-join a co-browse session. If one party exits accidentally, a new session must be initiated. An agent is limited to handling one co-browse session at a time.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Session identifiers
|anchor=Sessionidentifiers
|alignment=Vertical
|Media=
|image=
|structuredtext=Each live session has an identifier that can be used to track the session. This session ID is a sequence of nine digits that is applicable only to live sessions.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Starting a session
|anchor=Startingasession
|alignment=Vertical
|Media=
|image=
|structuredtext=A co-browse session can only be initiated by a customer. An agent does not have the option or ability to send a co-browse request to a customer. This provides greater security to the customer. In order to initiate a co-browse session, the customer must already be engaged in an interaction with an agent, be it a voice call or a chat.

When the session is established, the agent's browser displays a view of the customer's browser. This view that the agent sees is loaded from Genesys Co-browse. The agent is not a client of the website. All actions taken by the agent are passed onto and "replayed" on the customer's side.

{{Section
|sectionHeading=Starting a co-browse session from Genesys Widgets
|Type=Structured|gif=No|Media=Image|anchor=GWidge|alignment=Horizontal|structuredtext=A customer initiates a co-browse session through a {{Link-AnywhereElse|product=WID|version=Current|manual=Developer|topic=GWCDeployment|display text=Genesys Widget}} integrated into the website. You can enable Genesys Co-browse in several Genesys Widgets.

Here is an example of starting a co-browse session from the {{Link-AnywhereElse|product=WID|version=Current|manual=SDK|topic=WebChat-combined|display text=WebChat Widget.}}
|image=GCB StartCobrowse5.png
}}

{{Section
|sectionHeading=
|Type=Structured|gif=No|Media=Image|anchor=|alignment=Horizontal|structuredtext=This example shows a customer and agent view of a co-browse session started from the {{Link-AnywhereElse|product=WID|version=Current|manual=SDK|topic=WebChat-combined|display text=WebChat Widget.}}
|image=GCB Cust Agent View WebChatWidget.png
}}

{{Section
|sectionHeading=
|Type=Structured|gif=No|Media=Image|anchor=|alignment=Horizontal|structuredtext=And here is an example of starting a co-browse session from the {{Link-AnywhereElse|product=WID|version=Current|manual=SDK|topic=ChannelSelector-combined|display text=ChannelSelector Widget.}}
|image=GCB New Start ChannelSelectorWidget.png
}}

{{Section
|sectionHeading=
|Type=Structured|gif=No|Media=Image|anchor=|alignment=Horizontal|structuredtext=This example shows starting a co-browse session from the {{Link-AnywhereElse|product=WID|version=Current|manual=SDK|topic=CallUs-combined|display text=CallUs Widget}} with the '''browse with you''' link as the co-browse option.
|image=GCB CallUsWidget CB Option.png
}}

{{Section
|sectionHeading=
|Type=Structured|gif=No|Media=Image|anchor=|alignment=Horizontal|structuredtext=After clicking '''browse with you''' in the {{Link-AnywhereElse|product=WID|version=Current|manual=SDK|topic=CallUs-combined|display text=CallUs Widget}} the customer will see this dialog.
|image=GCB CallUsWidget Dialog.png
}}

{{Section
|sectionHeading=Stopping a co-browse session from Genesys Widgets
|Type=Structured|gif=No|Media=Image|anchor=|alignment=Horizontal|structuredtext=Once a co-browse session has been established, both parties have the ability to terminate the session. At any time, either party may click the '''Exit Co-browse session''' icon next to the session ID. The agent can also exit by clicking {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=Scbs|display text='''Exit Session'''}} in Agent Desktop.

The other party will be notified that the session has ended, and the agent's browser will no longer display a view of the customer's browser. Also, if the primary interaction (chat or voice call) is terminated, the co-browse session terminates automatically. Sessions can also terminate due to inactivity, after a pre-configured timeout expires. Likewise, if the agent closes their browser, or navigates to a third-party website, the session will terminate if the agent does not return to the session page within the pre-configured timeout.

Once a session has been terminated, it cannot be reactivated. If the session was deactivated accidentally, a new session has to be initiated, with a new session identifier.
|image=GCB Stop Cobrowse1.png
}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Participating in a co-browse session
|anchor=Participatinginaco-browsesession
|alignment=Vertical
|Media=
|image=
|structuredtext=Once a co-browse session begins, the agent can use his or her mouse pointer to guide the customer through the web site. Agents start co-browse sessions in {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=PointerMode|display text=Pointer Mode}}. In Pointer Mode, the customer and the agent can see each other's mouse pointer but the agent can not enter any information into the web page, click buttons, or navigate the customer's browser. If the agent needs to enter information into the web page or to navigate the browser, he or she can send the customer a request to switch the co-browse session to {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=WriteMode|display text=Write Mode}}.

All actions (mouse clicks, key presses, and so on) are actually performed on the customer (master) side. Any actions taken by the agent are sent to the customer's browser. This ensures a secure approach, as all browsing is done on one side—the customer's side. This approach also provides for greater performance and a more seamless customer experience. Each participant can see the other participant's mouse movements as well. This enables an agent to point to specific sections on the web page to help direct the customer through their task.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Restricting visibility of sensitive data
|anchor=
|alignment=Horizontal
|Media=Image
|image=GCB90Data_masking_agent_customer.png
|structuredtext=You can limit which fields are visible to and editable by the agent and which elements are controlled by agents. This configuration task is made much easier for you by using the {{Link-SomewhereInThisManual|topic=GCBCobrowseRestrictionsMgr|anchor=top|display text=Co-browse DOM Restrictions Editor}}.

Some fields can have the data masked. For example, you might choose to hide the customer's user name, email address, password, Social Security information, and so on, from the agent. The end user can easily identify which information is hidden (data masked) from the agent. By default, all passwords are masked.

At the same time, control for some elements can be disabled. By default, all '''Submit''' buttons are deactivated for the agent. If he or she clicks on a '''Submit''' button, nothing happens. The customer always has permission to submit any web forms, just as they would while browsing normally.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 62: / Line 62: @@
 {{Section
 |sectionHeading=Stopping a co-browse session from Genesys Widgets
-|Type=Structured|gif=No|Media=Image|anchor=|alignment=Horizontal|structuredtext=Once a co-browse session has been established, both parties have the ability to terminate the session. At any time, either party may click the '''Exit Co-browse session''' icon next to the session ID.  The agent can also exit by clicking {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=Scbs|display text='''Exit Session'''}} in Agent Desktop.
+|Type=Structured|gif=No|Media=Image|anchor=|alignment=Horizontal|structuredtext=Once a co-browse session has been established, both parties have the ability to terminate the session. At any time, either party may click the '''Exit Co-browse session''' icon next to the session ID.  The agent can also exit by clicking {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=Scbs|display text='''Exit Session'''}} in Agent Workspace.
 The other party will be notified that the session has ended, and the agent's browser will no longer display a view of the customer's browser. Also, if the primary interaction (chat or voice call) is terminated, the co-browse session terminates automatically. Sessions can also terminate due to inactivity, after a pre-configured timeout expires. Likewise, if the agent closes their browser, or navigates to a third-party website, the session will terminate if the agent does not return to the session page within the pre-configured timeout.

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Role=Administrator, Developer
 |Section={{Section
 |alignment=Vertical
 |structuredtext=A session is initiated when a customer requests to co-browse. The session stays idle until the agent joins, then the session is considered to be active. The session ends when one of the parties (the customer or the agent) exits. It is not possible to re-join a co-browse session. If one party exits accidentally, a new session must be initiated. An agent is limited to handling one co-browse session at a time.
 |Status=No
 }}{{Section
@@ Line 22: / Line 15: @@
 |anchor=Sessionidentifiers
 |alignment=Vertical
 |structuredtext=Each live session has an identifier that can be used to track the session. This session ID is a sequence of nine digits that is applicable only to live sessions.
 |Status=No
 }}{{Section
@@ Line 32: / Line 21: @@
 |anchor=Startingasession
 |alignment=Vertical
 |structuredtext=A co-browse session can only be initiated by a customer. An agent does not have the option or ability to send a co-browse request to a customer. This provides greater security to the customer. In order to initiate a co-browse session, the customer must already be engaged in an interaction with an agent, be it a voice call or a chat.
@@ Line 82: / Line 69: @@
 |image=GCB Stop Cobrowse1.png
 }}
 |Status=No
 }}{{Section
@@ Line 89: / Line 74: @@
 |anchor=Participatinginaco-browsesession
 |alignment=Vertical
 |structuredtext=Once a co-browse session begins, the agent can use his or her mouse pointer to guide the customer through the web site. Agents start co-browse sessions in {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=PointerMode|display text=Pointer Mode}}. In Pointer Mode, the customer and the agent can see each other's mouse pointer but the agent can not enter any information into the web page, click buttons, or navigate the customer's browser. If the agent needs to enter information into the web page or to navigate the browser, he or she can send the customer a request to switch the co-browse session to {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=WriteMode|display text=Write Mode}}.
-All actions (mouse clicks, key presses, and so on) are actually performed on the customer (master) side. Any actions taken by the agent are sent to the customer's browser. This ensures a secure approach, as all browsing is done on one side&mdash;the customer's side. This approach also provides for greater performance and a more seamless customer experience. Each participant can see the other participant's mouse movements as well. This enables an agent to point to specific sections on the web page to help direct the customer through their task.
+All actions (mouse clicks, key presses, and so on) are actually performed on the customer side. Any actions taken by the agent are sent to the customer's browser. This ensures a secure approach, as all browsing is done on one side&mdash;the customer's side. This approach also provides for greater performance and a more seamless customer experience. Each participant can see the other participant's mouse movements as well. This enables an agent to point to specific sections on the web page to help direct the customer through their task.
 |Status=No
 }}{{Section
 |sectionHeading=Restricting visibility of sensitive data
 |alignment=Horizontal
 |Media=Image
@@ Line 108: / Line 88: @@
 At the same time, control for some elements can be disabled. By default, all '''Submit''' buttons are deactivated for the agent. If he or she clicks on a '''Submit''' button, nothing happens. The customer always has permission to submit any web forms, just as they would while browsing normally.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Co-browse sessions are the interactions between customers and agents, where privacy and security are priorities.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator, Developer
 |Prereq=

PEC-COB/Current/Developer/GCBCobrowseSessions - Revision history

WikiSysop at 19:19, July 28, 2022

Llannoye: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"