Remote Assist Overview
Remote Assist enables agents to view and control a client's desktop during calls or chats, making it easier to provide troubleshooting and guidance.
Agents initiate a remote assist session by clicking the Start Remote Assist button in Agent Desktop. Clients download the Remote Assist Client and grant permission for the agent to connect. During the remote assist session, agents view and control the client's desktop as though the agent and client are in the same room from their Active Conversations list and the Context Information Area.
Remote Assist enables agents to copy or exchange one or more files or folders between themselves and the client, copy and paste text from the clipboard, switch between a client's monitors, elevate the session to perform specific functions, and send keystrokes like Ctrl+Alt+Delete to the client's computer. Agents can begin longer background sessions without losing the connection, being locked out, or being unavailable to other clients.
If agents need additional expertise to assist the client, agents can transfer the session, call, or chat to another agent and invite other agents or experts to join. Remote assist sessions stay active as long as a participating agent is present. When necessary, agents can handle multiple remote assist sessions simultaneously.
When the interaction finishes, either the agent or the client can close the session. A thirty-second window exists where either party may rejoin the same session.
Remote Assist works with supported communication widgets directly inside client CRM platforms, including ServiceNow, Salesforce, ZenDesk, and Microsoft Dynamics, in addition to storing activity history inside CRM records. Remote assist works on both Windows and MacOS.
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Remote Assist requires a license. Contact centers must grant agents the appropriate privileges in Contact Center Administrator to use this feature within Agent Desktop. Clients using MacOS may need to grant additional permissions when downloading and installing the Remote Assist Client. | |
Overview
Configuration
- Configuration Guide Overview
- Role and privilege assignment
- Windows elevation
- Opening Remote Assist in a new window
- Preinstalling the Remote Assist Client application
References
- The Remote Assist Tab
- Customer Interaction Window
- Accidental Session End Within a Remote Assist Session
- Leaving a Remote Assist Session
- Multiple Remote Assist Sessions
- Navigating the Available Monitor Screens in a Remote Assist Session
- New PIN or URL in a Remote Assist Session
- Pop the Remote Assist Viewing Window
- Remote Assist Activity History
- Remote Assist Within a CRM Session
- Transferring Files in a Remote Assist Session
Tutorials
- Remote Assist on Macs
- How to Download and Run the Remote Assist Application
- Beginning a Chat Remote Assist Session
- Beginning a Phone Call Remote Assist Session
- How to Continue a Remote Assist Chat Session if the Client's Browser Must Be Restarted
- How to Elevate the Desktop and Continue a Remote Assist Session
- How to Switch a User to Administrator Mode in Windows
- How to Use Send keys During a Remote Assist Session
- Multiple Agents on a Remote Assist Session
- Transferring a Remote Assist Session to Another Agent
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