Device Sharing Mode
Updated
Use-case:
Ensure efficient problem resolution for tasks involving multi-application usage or document sharing, leading to improved CSAT
Perform troubleshooting, software installations, and system configurations directly on the customer's device.
User Experience:
Agents seek approval from user if they want to share their screen (outside the browser window) by pressing the Screen Share button.
Once the customer clicks on the “Accept” CTA, a popup window opens asking the user to select if they want to share a browser tab, a window, or the entire screen.
Now, depending upon the user’s selection, agent will be able to view the user’s screen. The agent will not be able to use co-browse tools like annotations and screen control.
Note: By default, every agent has permission to request a customer to share their screen. If you need to manage this permission for individual users within the workspace settings, please raise a support ticket to get the "Co-browse Screen Share" permission added. |