7Cobrowse

This chapter contains the following:

Best Practices for Cobrowse Agent Training

Consider the following best practices for an effective agent training and roll-out program for Cobrowse:

  • Script introductory phrases for an agent inviting a customer, such as, "Let's cobrowse so we can do this together" or "We can use our Cobrowse feature so I can show you."

  • Provide use cases where Cobrowse is essential to reaching a positive outcome, and use cases where it may not be as effective.

  • Discuss any security and privacy settings your deployment may have. Agents must know there are certain customer environments where cobrowsing is limited. For example, on with certainly customers cobrowsing may be limited to only PDF documents.

  • Role-play to ensure that agents are comfortable and confident in using Cobrowse.

  • Encourage printed tips sheet to cover the basics, such as how to start a session, and what an agent can and can't cobrowse.

  • Create a collaborative roll-out campaign to bring attention to the tool. Encourage agents to share use case stories, and reward agents willing to be early adopters.

  • Create agent focus groups early in your deployment. These groups help you identify questions and concerns that will positively enhance further training.

  • Consider agent surveys. It's a great way to capture ongoing feedback and enhance training programs.

  • Monitor usage reports to identify agents with high usage rates. These agents are important source, and their feedback can be circulated to teams as a way of encouraging usage.

Sign in to the Agent Console

Use this procedure to sign in to the Agent Console.

  1. Do one of the following to sign in to the Agent Console.

    1. Click on the Agent Widget icon on your system tray if it has been installed.

      The widget may be installed through http://www.livelook.com/widget.aspx.

    2. Access the Agent Console URL at www.livelook.com/welcome/join.aspx.

  2. Enter your login name.

    This is your email, or, if your company uses single sign-on (SSO), this is your alphanumeric SSO login.

  3. Enter your password.

    Note: If you forgot your password, click the Forgot Password link, or you can request a password reset by visiting https://www.livelook.com/lost_password.aspx.

    An email is sent to you following your request.

  4. Click Enter.

    The Agent Console opens.

Launch a Cobrowse Session

Sometimes you can help a customer more quickly and efficiently by launching a Cobrowse session and viewing the customer's screen. To launch a session, have the Agent Console open and use a company-approved script like "Let's start a Cobrowse session so I can walk you through this more quickly."

The Cobrowse button can be customized and branded by your company. It can be displayed as a hovering button, a link, or an icon. It can also be displayed on every page of the site or on just a contact page. The button can be labeled Cobrowse, Live Help, or whatever your company chooses.

  1. To launch a Cobrowse session, enter your name in the Agent Console.

    You will notice that your name displays automatically in the Agent Console after you enter it for the first time.

  2. Ask your customer to click the Cobrowse button on your company website, then ask the customer to read the 6-digit Session ID code displayed in the Cobrowse window.

  3. The cobrowse window minimizes automatically after a few seconds, but the 6-digit code remains visible to the customer.

  4. Enter the 6-digit Session ID code into the Agent Console.

  5. Click Connect to start the Cobrowse session.

Cobrowse with a Customer

While cobrowsing with a customer, you use the controls and information on the Agent Console.

Your viewing and cobrowsing options depend on your and your administrator's configurations, though. For instance:

  • In Instant Mode, only specific web pages may be viewable, and your cobrowse options may not include the ability to perform mouse-clicks or type on a customer's screen.

  • In Advanced Mode, privacy settings may be configured to limit cobrowsing to specific web pages, to the browser only, or to specific applications.

  • The customer's desktop and all other applications may be masked.

  • Specific fields on a page you're cobrowsing may be masked for the customer's privacy, such as social security or credit card numbers.

The following table describes the buttons and fields on the Agent Console toolbar.

Button or Field Description

Session ID Code

Displays so that additional agents or subject matter experts can be asked to join the active session if needed.

Status

The status of the session connection. Alerts the agent to any connectivity issues that may cause the session to proceed slowly or cause disruption.

URL

The URL of the customer's current web page. Click the drop-down list to select a URL from the customer's history for the active window.

The drop-down list is available only in Full Control state.

Mode

Click to select a Cobrowse state. The state you choose determines how much control you have over the customer's active window.

Not all modes may be available. Your administrator defines the modes available to you when cobrowsing in Instant or Advanced modes.

View Only

Select this option to view the active window.

View + Pointer

Select this option to:

  • View the customer's active window

  • Use a labeled mouse as a pointing device on the customer's screen.

If you select this option, mouse-click functionality doesn't work on the customer's active window. This is the default option.

View + True Pointer

Select this option to:

  • View the customer's desktop.

  • Control the movement of the customer's mouse or other pointing device.

If you select this option, mouse-click functionality doesn't work on the customer's desktop.

Full Control

Select this option to:

  • View the customer's active window.

  • Control all mouse or other pointing device functions (pointer and mouse clicks).

  • Use your keyboard to enter information on the customer's active window (for instance, to help the customer fill out a form).

Advanced Mode

Click to escalate to the Advanced cobrowse state.

Client Info

Displays the customer's environment information which may be helpful with a technical problem, such as:

  • Operating system.

  • Browser version.

  • Client version.

  • Escalation mode.

Disconnect

Click to end the Cobrowse session.

True View

True View is enabled by default. Use it to view the customer's desktop exactly as it's seen by the customer when in Instant Mode. Click to turn True View off in situations where the customer's settings prevent you from navigating efficiently.

Zoom In

Click to zoom in on the customer's desktop.

This button is available only in Advanced Mode.

Zoom Out

Click to zoom out on the customer's desktop.

This button is available only in Advanced Mode.

Escalate to Advanced Cobrowse Mode

In certain cases, you will need to escalate to Advanced Cobrowse mode to better help a customer.

Some reasons you might need to escalate are:

  • You need to see content outside of the corporate website pages visible in Instant mode (such as a desktop application, a document, a third-party resource website, and so on.)

  • the on-page elements are not displaying properly in Instant mode (such as, Flash, dynamic content, Silverlight, and so on).

  1. Click Advanced Mode.

    An invitation is sent to the customer to activate Advanced mode.

  2. Follow the instructions that appear on the Agent Console which help you guide the customer through any necessary steps to activate Advanced mode.

    Advanced mode utilizes one of three technologies to run, depending on the customer's environment, including Java which may require the customer to activate it within the browser.

End a Cobrowse Session

An agent or a customer can end a Cobrowse session at any time.

As an agent, you just click Disconnect in the Agent Console. Customers click Disconnect on the cobrowse button on their screen.

Oracle Standalone Cobrowse includes an option to display a survey to both customers and agents after the Cobrowse session. If your company uses this option, a survey URL appears in the Session Ended window, and agents can complete the survey.