PEC-COB/HIW - Revision history

WikiSysop at 19:19, July 28, 2022

2022-07-28T19:19:27Z

Ed.jamer@genesys.com: Published

2021-09-21T18:59:42Z

Published

Ed.jamer@genesys.com: Published

2021-09-21T18:43:10Z

Published

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

2020-07-25T02:34:06Z

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

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

2020-07-15T11:44:48Z

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

Jerickso: Published

2020-06-11T06:59:00Z

Published

Bgrenon: Published

2020-06-08T16:39:01Z

Published

New page

{{HIW
|DisplayName=How Co-browse works
|Application=Agent Desktop
|Role=Administrator, Developer
|TocName=Co-browse
|UseCase=CE27
|Platform=PureEngage
|ComingSoon=No
|Context=Co-browse lets your agents view and control your customers' browser windows.
|featurename=Co-browse
|ShortDescription=Here are some of the main features of Co-browse:

*The agent and the customer can browse and navigate the same web page, at the same time.
*Browsing always happens on the customer side, and both the agent and the customer can take control of the session.
*Co-browse sessions begin in {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=PointerMode|display text=Pointer Mode}} where the agent cannot enter information or navigate for the customer.
*The agent can send the customer a request to enter {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=WriteMode|display text=Write Mode}} where the agent can enter information for the customer.
*Sensitive data can be hidden and control of elements (buttons, check boxes, and so on) can be restricted.
|overviewtext=Sometimes your customers need help when they are browsing your website. Maybe they can’t tell exactly where to click—or perhaps they need help filling out a complex form. Genesys Co-browse lets your agents use [[Draft:PEC-AD/Current/Agent/AD|Agent Desktop]] to do some of the driving for them, by showing them what the customer sees in their browser window (not the whole screen) and allowing the customer to give them control of the web page.

Here are some of the main features of Co-browse:

*The agent and the customer can browse and navigate the same web page, at the same time.
*Browsing always happens on the customer side, and both the agent and the customer can take control of the session.
*Co-browse sessions begin in {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=PointerMode|display text=Pointer Mode}} where the agent cannot enter information or navigate for the customer.
*The agent can send the customer a request to enter {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=WriteMode|display text=Write Mode}} where the agent can enter information for the customer.
*Sensitive data can be hidden and control of elements (buttons, check boxes, and so on) can be restricted.
|featureoverview=A Co-browse session lets an agent and a customer navigate the same web page at the same time. Unlike conventional screen-sharing applications where one party sees an image of the other party's browser, in a Genesys Co-browse session both the agent and the customer share the same instance of the web page.

As part of the initial setup, a Genesys administrator configures Co-browse for you based on the following information that you provide to us:

*Allowed origins: your domains and sites from which Co-browse can start
*Allowed external domains: your domains where static resources for the site are stored
|FeatureSection={{FeatureSection
|featureheading=Co-browse setup
|relatedapps=Configuration required
|users=Administrators, Developers
|description=You complete your setup by using the Co-browse DOM Restrictions Editor to hide sensitive customer data from agents and restrict control of elements in a Co-browse session. Then you install and configure [https://all.docs.genesys.com/WID/HIW Genesys Widgets] on your website, in order for the end customer to start a co-browse session with an agent (associated with a chat or a voice session). More advanced users can deploy Co-browse using JavaScript API.
|relatedarticles=*[[Draft:PEC-COB/Current/Developer/GCBCobrowseRestrictionsMgr|Co-browse DOM Restrictions Editor]]
*[https://all.docs.genesys.com/WID/Current/Developer/GWCDeployment Genesys Widgets Deployment]
*[https://all.docs.genesys.com/WID/Current/SDK Genesys Widgets Reference]
*[[Draft:PEC-COB/Current/Developer/GCBCobrowseJavaScriptAPI|JavaScript API]]
}}{{FeatureSection
|featureheading=Co-browse session
|relatedapps=Agent Desktop
|users=Agents
|description=Agents use Agent Desktop to participate in a co-browse session with the customer. The customer initiates the co-browse session through a chat or voice interaction.
|relatedarticles=*[[Draft:PEC-AD/Current/Agent/ADcobrow|Co-browsing for agents]]
}}
|advanced=No
}}

@@ Line 35: / Line 35: @@
 |relatedapps=Configuration required
 |users=Administrators, Developers
-|description=You complete your setup by using the Co-browse DOM Restrictions Editor to hide sensitive customer data from agents and restrict control of elements in a Co-browse session. Then you install and configure [[WID/HIW|Genesys Widgets]] on your website, in order for the end customer to start a co-browse session with an agent (associated with a chat or a voice session). More advanced users can deploy Co-browse using JavaScript API.
+|description=You complete your setup by using the Co-browse DOM Restrictions Editor to hide sensitive customer data from agents and restrict control of elements in a Co-browse session. Then you install and configure {{Link-Standalone|topic=WID/HIW|display text=Genesys Widgets}} on your website, in order for the end customer to start a co-browse session with an agent (associated with a chat or a voice session). More advanced users can deploy Co-browse using JavaScript API.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-COB|version=Current|manual=Developer|topic=GCBCobrowseRestrictionsMgr|display text=Co-browse DOM Restrictions Editor}}
-*[[WID/Current/Developer/GWCDeployment|Genesys Widgets Deployment]]
+*{{Link-AnywhereElse|product=WID|version=Current|manual=Developer|topic=GWCDeployment|display text=Genesys Widgets Deployment}}
-*[[WID/Current/SDK|Genesys Widgets Reference]]
+*{{Link-AnywhereElse|product=WID|version=Current|manual=SDK|display text=Genesys Widgets Reference}}
 *{{Link-AnywhereElse|product=PEC-COB|version=Current|manual=Developer|topic=GCBCobrowseJavaScriptAPI|display text=JavaScript API}}
 }}{{FeatureSection

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Role=Administrator, Developer
-|Application=Agent Desktop
+|Application=Agent Workspace
 |featurename=Co-browse
 |ShortDescription=Here are some of the main features of Co-browse:
@@ Line 16: / Line 16: @@
 *The agent can send the customer a request to enter Write Mode where the agent can enter information for the customer.
 *Sensitive data can be hidden and control of elements (buttons, check boxes, and so on) can be restricted.
-|overviewtext=Sometimes your customers need help when they are browsing your website. Maybe they can’t tell exactly where to click—or perhaps they need help filling out a complex form. Genesys Co-browse lets your agents use {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}} to do some of the driving for them, by showing them what the customer sees in their browser window (not the whole screen) and allowing the customer to give them control of the web page.
+|overviewtext=Sometimes your customers need help when they are browsing your website. Maybe they can’t tell exactly where to click—or perhaps they need help filling out a complex form. Genesys Co-browse lets your agents use {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Workspace}} to do some of the driving for them, by showing them what the customer sees in their browser window (not the whole screen) and allowing the customer to give them control of the web page.
 Here are some of the main features of Co-browse:
@@ Line 42: / Line 42: @@
 }}{{FeatureSection
 |featureheading=Co-browse session
-|relatedapps=Agent Desktop
+|relatedapps=Agent Workspace
 |users=Agents
-|description=Agents use Agent Desktop to participate in a co-browse session with the customer. The customer initiates the co-browse session through a chat or voice interaction.
+|description=Agents use Agent Workspace to participate in a co-browse session with the customer. The customer initiates the co-browse session through a chat or voice interaction.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|display text=Co-browsing for agents}}
 }}
 |advanced=No
 }}

@@ Line 7: / Line 7: @@
 |TocName=Co-browse
 |UseCase=CE27
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |ComingSoon=No
 |Context=Co-browse lets your agents view and control your customers' browser windows.

@@ Line 1: / Line 1: @@
 {{HIW
 |DisplayName=How Co-browse works
 |Application=Agent Desktop
@@ Line 13: / Line 15: @@
 *The agent and the customer can browse and navigate the same web page, at the same time.
 *Browsing always happens on the customer side, and both the agent and the customer can take control of the session.
-*Co-browse sessions begin in {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=PointerMode|display text=Pointer Mode}} where the agent cannot enter information or navigate for the customer.
+*Co-browse sessions begin in Pointer Mode where the agent cannot enter information or navigate for the customer.
-*The agent can send the customer a request to enter {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcobrow|anchor=WriteMode|display text=Write Mode}} where the agent can enter information for the customer.
+*The agent can send the customer a request to enter Write Mode where the agent can enter information for the customer.
 *Sensitive data can be hidden and control of elements (buttons, check boxes, and so on) can be restricted.
 |overviewtext=Sometimes your customers need help when they are browsing your website. Maybe they can’t tell exactly where to click—or perhaps they need help filling out a complex form. Genesys Co-browse lets your agents use [[Draft:PEC-AD/Current/Agent/AD|Agent Desktop]] to do some of the driving for them, by showing them what the customer sees in their browser window (not the whole screen) and allowing the customer to give them control of the web page.
@@ Line 35: / Line 37: @@
 |relatedapps=Configuration required
 |users=Administrators, Developers
 |description=You complete your setup by using the Co-browse DOM Restrictions Editor to hide sensitive customer data from agents and restrict control of elements in a Co-browse session. Then you install and configure [https://all.docs.genesys.com/WID/HIW Genesys Widgets] on your website, in order for the end customer to start a co-browse session with an agent (associated with a chat or a voice session). More advanced users can deploy Co-browse using JavaScript API.
 |relatedarticles=*[[Draft:PEC-COB/Current/Developer/GCBCobrowseRestrictionsMgr|Co-browse DOM Restrictions Editor]]
@@ Line 44: / Line 47: @@
 |relatedapps=Agent Desktop
 |users=Agents
 |description=Agents use Agent Desktop to participate in a co-browse session with the customer. The customer initiates the co-browse session through a chat or voice interaction.
 |relatedarticles=*[[Draft:PEC-AD/Current/Agent/ADcobrow|Co-browsing for agents]]
 }}
 |advanced=No
 }}

PEC-COB/HIW - Revision history

WikiSysop at 19:19, July 28, 2022

Ed.jamer@genesys.com: Published

Ed.jamer@genesys.com: Published

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

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

Jerickso: Published

Bgrenon: Published

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

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