Cobrowse Modes
Most visual collaboration tools feature either an HTML-based mode, or a screen sharing mode. Oracle Cobrowse combines both technologies. Instant Cobrowse mode uses HTML. Advanced Cobrowse mode uses screen sharing.
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Instant Cobrowse mode gives you the fastest connection between agent and customer, with launch times typically under 10 seconds. Agents cobrowse web content with customers on pages where the company has placed Cobrowse launcher script.
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Agents can escalate to Advanced Cobrowse mode from within an active Instant Cobrowse mode session. Agents and customers can then cobrowse outside the browser, or view more advanced web technologies within the browser. Sessions can also start directly in Advanced Cobrowse mode if Instant Cobrowse mode isn't supported. Advanced Cobrowse mode also allows agents to cobrowse content outside the company's domain, including third party websites and desktop applications. This mode utilizes browser plug-ins and may require the customer to accept a certificate or download an executable.
The following table gives you a better idea of each Cobrowse mode.
The following table lists cobrowse scenarios the functionality provided by each cobrowse mode.
|
Scenarios |
Instant Cobrowse Mode |
Advanced Cobrowse Mode |
|---|---|---|
|
Connect in less than 10 seconds |
Yes |
No |
|
Customer is using a mobile browser |
Yes |
No |
|
Cobrowse the company's web pages |
Yes |
Yes |
|
Rich media present on page (such as Flash others) |
No |
Yes |
|
Cobrowse third party sites (partner websites, resource websites, and so on) |
No |
Yes |
|
Cobrowse content outside of the browser (settings, windows, applications, and so on) |
No |
Yes |
|
Configure field masking to block sensitive information |
Yes |
Yes |
|
Configure page masking or URL masking to control visibility of web content |
Yes |
Yes |
|
Configure application masking to control visibility of desktop content |
No |
Yes |