When a customer is sharing their screen or camera with you, you can use the Oracle Live Experience annotation tool to guide the user through an engagement by highlighting interesting or important elements on their screen.
During a screen sharing session, both the customer and the associate can use the annotation tool.
During a video session, only the associate can use the annotation tool.
Once you've started a screen sharing or video session, all you need to do is click the pencil icon in the Associate Desktop screen.
The annotation feature allows you to select multiple colors. Use the eraser tool to remove an annotation.
On a mobile device, the associate draws using their finger. On a computer, the associate draws using their cursor.
Customers see the annotations on their screen, as you guide them through the engagement. When the call is ended, the annotations disappear from the customer's screen.
If an engagement containing annotations is recorded, then annotations are preserved as part of the recording. See Searching for Recorded Engagements for more information.