12Configuring Your Company Deployment

Configure Your Company Deployment

You configure deployment of Cobrowse at the root company level. A newly created siteID is selected by default.

  1. Click Products.

  2. Click Co-Browse V4.

  3. Click Configuration.

    The Configuration (Co-Browse V4) window opens.
  4. Select either Standard Deployment (both Instant and Advanced modes) or ICB-only deployment (Instant mode only).

    Note: Standard Deployment is selected by default and is highly recommended to ensure support for current and future use cases.
  5. Select the Launch Point for the button that launches a Cobrowse session.

    1. Launch Point 1 is the default selection (recommended) to have the button appear on the page as defined by the Number Generated Screen selections.

      The Cobrowse button will be visible on the website, but can be concealed with Stealth mode, described in steps 9 and 10 of this procedure.
    2. Select Launch Point 2 to have the launch icon appear when a site visitor clicks on a specified link or image.

      During a cobrowse session, when the specified link or image is clicked, the button appears on the page as defined by the Number Generated Screen selections. When Launch Point 2 is selected, you will need to provide an ID for the launch button.

    See Best Practices for Launch Point Design for more information on launch point options and best practices.

  6. Click the Optional Configuration link.

  7. Enter websites that customers can navigate to during a Cobrowse Instant mode session in the ICB URLs field without triggering a warning message to customers that they are navigating to a screen not visible to the agent.

    Wildcard characters can be used for any pages beyond the URL listed.
    • If you enter //www.Company_Domain.com/*, the customer will receive a warning for any navigation away from any page on the entire site.

    • If you enter//www.Company_Domain.com/Folder_1/* or //www.Company_Domain.com/Folder_2/subFolder_3/*, for example, the customer will receive a warning when they navigate away from those specific pages of the domain during the ICB session.

  8. Enter websites where a Cobrowse session automatically starts in Advanced mode in the URLs to Force ACB Mode field.

    Wildcard characters can be used for any pages beyond the URL listed.
    • Enter //www.Company_Domain.com/*, for example, to force Advanced mode for the entire company website.

    • Enter //www.Company_Domain.com/Folder_1/*, for example, for a specific page.

    When the customer navigates to one of these pages while in ICB mode, the session remains in Instant mode. This field only appears when Standard Deployment is selected.
  9. Select the Stealth Mode checkbox to makes the launch point invisible on every page of the deployment, appearing only when pressing Ctrl+Enter.

    This mode is useful for testing or pilot deployments. This checkbox only appears when Launch Point 1 is selected.
  10. Enter websites where Stealth Mode is automatically triggered in the URLs to Force Stealth Mode field.

    Wildcard characters can be used for any pages beyond the URL listed.
    • Enter http://www.Company_Domain.com/AboutUs.aspx, for example, to trigger stealth mode on that page.

    • Enter http*://www.Company_Domain.com/*.html, for example, for all html pages on http or https.

    This field only appears when Launch Point 1 is selected.
  11. To delay the Launch Point button display for a specified number of seconds after loading, enter the number of seconds in the delay the Delay Timer (seconds) field.

    This field only appears when Launch Point 1 is selected.
  12. If you selected Launch Point 2, enter the Launch Button ID.

    The javascript code for the button must be present on all customer pages, and should reference the same button ID on all of them.
  13. Enter Custom Data.

  14. Enter Custom Functions.

  15. Click Save.

    Your changes are committed to the cloud and applied to Cobrowse sessions.

Best Practices for Launch Point Design

Starting a Cobrowse session requires that customers click a launch button, referred to as the Cobrowse Launcher.

The Cobrowse Launcher can be displayed and designed in a multitude of ways, similar to the many ways Live Chat can be presented on a website: as a link, a button, or an icon. The Launcher can be highly visible on a web page, or it can be placed conspicuously in a footer menu. It can be visible on every page of a website, or just on a few specific pages.

To underscore the importance of a well thought out launch experience, let’s examine some of the most common reasons Cobrowse is used during a service interaction:
  • A frustrated customer is experiencing a problem on the website.

  • A customer can’t find what they need on the site on their own.

  • A less tech-savvy customer is having trouble navigating the site or using self-service tool.

  • An agent wants to engage a customer at risk of abandoning the site before completing a purchase.

In all cases, it is critical to create a low effort cobrowse launch experience that is easy to find, easy to use, and quick to connect. This ensures that cobrowsing works as designed, to enhance and expedite the interaction. A poorly designed launch experience can have the opposite effect, causing additional frustration for the customer and agent.
Like Chat, Cobrowse launch points can be displayed in many ways and the decision for how to display the launch button is typically impacted by several factors:
  • Branding and design

  • Customer experience strategy

  • Site usability

  • Channel strategy

Oracle Cobrowse can be launched from two distinct categories, Launch Point 1 and Launch Point 2.

Launch Point 1 (recommended): Using Launch Point 1, the Cobrowse button is always visible on the website, unless otherwise defined with Stealth mode, in the position specified in the configuration (for example, top left, bottom right, or offset by 100 pts.). Launch Point 1 is the default option. You don’t need to do anything to enable it.

Launch Point 2: Using Launch Point 2, the launch button is not automatically visible to customers on the website. The website has a link or an image from which a Cobrowse session would launch. The link or image has a unique ID associated with the Cobrowse Launch within the Cobrowse Administrative Console. When a site visitor clicks on the link or image configured to be the launch point, the Cobrowse Panel to initiate a session appears in the location specified in the configuration (for example, top-left, bottom-right, or offset 100 pts.).

Best Practices for Launch Point Location and Visibility

These are some best practices for launch point location and visibility.

Launch point location: The most successful Cobrowse deployments utilize a site-wide floating button placement, as is the default configuration of Oracle Cobrowse Launch Point 1. This ensures that customers do not have to navigate off the page they are on when they need help. It also eliminates the frustration that can occur when an agent is attempting to direct a customer to a launch point over the phone that requires the customer to navigate to a new page, scroll down to a footer, or look for a link within other site content. Requiring a customer to navigate to a non-obvious location in order to start a cobrowse session will increase call handling times, result in abandonment, and add to customer frustration as they are tasked with locating a resource elsewhere on the page or site.

Launch point visibility: The hovering button style of Oracle Cobrowse Launch Point 1 stays visible on every page throughout the customer’s visit, unless otherwise defined, remaining in view while the customer scrolls through the page content. The hovering button can be placed in any location on the page, but most commonly will be set to appear at the bottom right or on the middle of the right or left side of the page. Offset controls enable companies to specify exactly where on the page the Cobrowse button should appear.

Though the best practice is to set the Cobrowse button to be visible on every page, there are often business reasons why companies do not want a Cobrowse button to appear on certain pages, such as for customer privacy, or may want them located only on certain web pages, such as the Contact Us page or Help page. As with considering the customer experience associated with the launch point location, it is just as important to consider how visibility of the launch button will impact the interaction. The launch point can be concealed with Stealth mode, which is useful for testing and pilot deployments, or for specifying specific URLs where it should not appear.

What happens when a customer clicks the Cobrowse button by mistake: This is a common concern when companies consider adding a site-wide Cobrowse button. By setting up the Cobrowse UI to carefully communicate its purpose to customers, curiosity clicks are kept to a minimum. Cobrowse sessions are never active until an agent who is talking to a customer on the phone already receives and inputs that customer’s session ID code into the Cobrowse Agent Console. Clicking the button itself does nothing but expand the Cobrowse UI to display messaging. It does not initiate a session, connect to an agent, add an incident to a queue or consume web sessions.

Domain Whitelisting

If your network has firewall rules, email anti-relay or anti-spam measures, proxy firewalls, antivirus or other filtering mechanisms, you might need to revise the rules to whitelist the Fully Qualified Domain Names (FQDNs) associated with the Oracle Cobrowse platform.

A whitelist consists of a list or registered entities that, for one reason or another, are being provided a particular privilege, service, mobility, access or recognition. “Whitelist” can mean “to authorize.” It is the opposite of a “blacklist” which consists of a list or compilation that identifies entities that are denied access to a system. Oracle strongly recommends that you whitelist all the FQDNs prior to the start of the Cobrowse deployment process. These Oracle FQDNs are for the specific use of Oracle products. We advise you contact your organization's IT department for assistance with whitelisting. The following FQDNs must be whitelisted:
  • *.livelook.com

  • *.livelook.net

  • *.showscreen.com

  • *.rightnowtech.com

  • *.rightnow.com

  • *.custhelp.com

Deploy Your Settings

Commit your changes to the cloud and tag web pages to be cobrowsed with a reference to the Cobrowse Launcher Script.

All web pages to be cobrowsed must be tagged with a reference to the launcher script. Additionally, if field masking is configured for the selected SiteID, then additional java script code must be added to each page that includes fields that should be masked.

  1. Click Products.

  2. Click Co-Browse V4.

  3. Click Configuration.

    The Configuration (Co-Browse V4) window opens.
  4. After all UI customization, configuration and masking configuration changes are complete, click Save at the bottom of the Configuration (Co-Browse V4) screen.

  5. Click Deployment Instructions to see and email instructions.

    The launcher script appears in the email request window and is sent to the email you provide.
  6. Include the launcher script JavaScript code on every page that needs to be cobrowsed in each domain.

    The code also provides for the launch point. Best practice is to put this code in a common header or footer. This is an example of a launcher script:
    <script type="text/javascript" src="https://17be418f2dd110f26041-
    631cc621b1140045e77e413cd09d5315.ssl.cf2.rackcdn.com/llscripts//launcher.js"></script>
    The field masking script appears in this window as an fmset.js script and can be sent to the email you provide. Copy and paste the full text of the fmset.js <script> tag from the deployment instructions as the last element in the <head> tag on every page to be blocked or which contains fields to be blocked. You will need to use your unique URL from the deployment instructions. This is an example of a field masking script:
    <script type="text/javascript" src="https://b6ac25f4e1c9-9b11bfce.ssl.cf2.com/llscripts/fmset.js"></script>
    Note: Support for cobrowsing of iFrame content requires deployment of the Cobrowse launcher script on both the main website as well as the content that is delivered within the iFrames. If any content displayed in iFrames is served by a third party, that third party content provider will need to add your Cobrowse launcher .js script to the iFrame content.