Document Cobrowse Use Cases

Before you start the configuration and deployment process, it's recommended that you gather specific use cases from all stakeholders. This work will help you determine your specific UI and security decisions, and streamline your deployment.

Note: To use Oracle Cobrowse, you must deploy the Cobrowse launcher script on your web site. For information on how to do this, refer to the Related Topics area for links to documentation.

So, consider these questions:

• Who will be cobrowsing with whom?

  • Which customer segment?

  • Which agents in which contact centers?

• What will those using Cobrowse need to look at together on the screen?

  • Websites?

  • Desktop applications?

  • Mobile applications?

• What must agents be able to do on the customer's screen?

  • View and point?

  • Click and type?

• Must all agents have the same privileges?

• Are there any web pages where agents should specifically not have the ability to click and type (even though they have these privileges elsewhere)?