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| − | < | + | =Enabling Co-browse Sessions= |
| + | A Genesys 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 the agent and the customer share the same instance of the web page. Upon joining a co-browse session, the agent will be in ''Pointer Mode'' and the agent can use their cursor to guide the customer through a webpage. An agent may also send a request to the customer to enable ''Write Mode''. In Write Mode, the agent may help the customer enter information and navigate their browser. | ||
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| + | Workspace supports the following functionality for Co-browse sessions: | ||
| + | * Join a co-browse session | ||
| + | * End a co-browse session | ||
| + | * Send the customer a request to enable ''Write Mode'' in the co-browse session | ||
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| + | You can use the following options in the <tt>cobrowse</tt> section to configure [[Documentation:PSAAS:Supervisor:ADcobrow|Co-browse sessions]]: | ||
| + | * <tt>interaction-workspace\cobrowse.url</tt>: URL of the Co-browse cluster, for example, <tt><nowiki>http://[host]:[port]/cobrowse</nowiki></tt>. Typically, this will be the load balancer's URL. | ||
| + | * <tt>interaction-workspace\cobrowse.use-slave-logging</tt>: Enables browser logging in the iframe containing the Co-browse slave application. | ||
| + | * <tt>interaction-workspace\privilege.cobrowse.can-use</tt>: If set to <tt>true</tt>, the agent is permitted to use Co-browse. | ||
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| + | [[Category:V:HTCC:9.0.0DRAFT]] | ||
Latest revision as of 19:28, April 22, 2020
Enabling Co-browse Sessions
A Genesys 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 the agent and the customer share the same instance of the web page. Upon joining a co-browse session, the agent will be in Pointer Mode and the agent can use their cursor to guide the customer through a webpage. An agent may also send a request to the customer to enable Write Mode. In Write Mode, the agent may help the customer enter information and navigate their browser.
Workspace supports the following functionality for Co-browse sessions:
- Join a co-browse session
- End a co-browse session
- Send the customer a request to enable Write Mode in the co-browse session
You can use the following options in the cobrowse section to configure Co-browse sessions:
- interaction-workspace\cobrowse.url: URL of the Co-browse cluster, for example, http://[host]:[port]/cobrowse. Typically, this will be the load balancer's URL.
- interaction-workspace\cobrowse.use-slave-logging: Enables browser logging in the iframe containing the Co-browse slave application.
- interaction-workspace\privilege.cobrowse.can-use: If set to true, the agent is permitted to use Co-browse.