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• 5.19

Beginning a Remote Assist Session During a Voice Interaction

When handling an active call, click the Remote Assist button.

Initiating a Remote Assist session from a voice call

A Remote Assist tab opens in Agent Desktop's Context Information Area. This tab contains explanatory Remote Assist information that may be used during a voice interaction.

	If using the Embedded Agent Desktop widget in a CRM environment (e.g., Zendesk, ServiceNow, Dynamics, or Salesforce), the Remote Assist window opens in a separate pop-up.

Remote Assist tab seen in the Context Information Area

	Voice interaction Remote Assist sessions require agents to provide the customer the Session Pin and Session URL verbally.

Instruct the customer to open a browser window and enter the session URL into the address bar. This takes the customer to an application launch window. The customer sees a Remote Launch page with further instructions.

Customer's view of the RA application launcher

Once the customer joins the session, the agent can see the customer's screen.

Potential view of a customer's screen in Agent Desktop

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