5.2:Agent-guide/Co-browsing/ja

• English

• 5.19 • 5.2

画面共有

画面共有機能を使うことによって、ウェブチャット中にお客様の画面及びスクロール操作を確認できます。チャット中の画面共有は、エージェントではなくお客様が開始できます。 お客様が画面共有 ボタンをクリックするとき、またはチャットが終了するときに画面共有が終了します。

画面共有の設定は、システム管理者が貴社のコンタクトセンター専用に行います。

How Co-browsing Works

During active chats, the chat window will display the Co-browsing button to customers. When the customer clicks the Co-browsing button, a request is sent to you, the agent, in the chat message.

Co-browsing during live chat

When you click/accept the co-browsing request, the customer’s screen appears on your screen. You can follow the customer’s scrolling movements and view the customer’s screen only. A hand icon, along with the label “Viewer”, is displayed on the customer’s screen to indicate that an agent is currently viewing the screen in Co-browsing mode. Similarly, you will see a circle icon that indicates you are viewing the customer’s screen.

The hand icon indicates an agent is viewing the customer's screen

Co-browsing is turned off when the customer clicks the Co-browsing button again on the active chat window.

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