I did raise a ticket with care and they were able to simulate same issue on their setup as well . Your analysis was correct , even though agent side of cobrowse session ends , but customer side of cobrowse sessions remains open for 2 days , leading it to showing it as a live interaction for 2 days in the system .
We made some workaround on customer website to overcome this challenge , but i would suggest you to change this aspect of cobrowse , as to me it looks like a limitation . If the agent side of cobrowse session has ended , logically cust side of cobrowse should end too and should be marked closed in the system (as customer alone can't stay on a cobrowse session ).
Let me know of your thoughts on this .
Garima.
Original Message:
Sent: 03-05-2024 08:39
From: Chad Hansen
Subject: AMA - Co-browse for Voice questions (ask here)
Hi Garima!
This does sound a bit unexpected. Would you mind opening a case with Care and include a conversation id or two where this has occurred? From the description, it's hard for me to say exactly what's going on, but it sounds like the Co-browse portion of the voice interaction is never disconnecting from the customer.
For what it's worth, the Request Navigation function is intended to be used to navigate to another page of the brand's website where Messenger is deployed. This would not include external links to an MS Teams or Zoom conference, I suspect that's where this hiccup might be occurring on the conversation.
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Chad Hansen
Product Manager
Genesys - Employees
Original Message:
Sent: 03-05-2024 04:36
From: garima balodi
Subject: AMA - Co-browse for Voice questions (ask here)
Hi Matt,
I am using the cobrowse with voice via web messenger (latest one released on 14th feb ). After a cobrowse session is established ,-> agent requests navigation to a third party like MS Teams meeting link , or zoom link -> both agent and cust connect via that session (while the voice channel still remains on , for adherence purpose in wfm ) . All these calls are shown awkwardly in reporting. Such calls ,while getting ended properly and on time , but are shown as 'live' for a couple of days in performance interaction views. What could be the reason for these awkward reports ?
Regards
Garima.
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Regards
Garima.
Original Message:
Sent: 02-22-2024 13:18
From: Matt Lawson
Subject: AMA - Co-browse for Voice questions (ask here)
Hey Everyone,
Have any questions about Co-browse for Voice? Just reply to this thread! Our very own @Chad Hansen and I will keep and eye on it and get you some answers.
Previously on the Q&A Show - Chad and I gave an overview of Co-Browse last year. Find the recording here.
UPDATE
On the week of February 14th, our new Co-browse for Voice via Messenger was released GA enabling customers and agents to collaboratively browse a website during a voice conversation. Once the Co-browse session is established, agents also have the ability to request control of the customer's cursor or request navigation to a specific page of the brand website. Co-browse is a powerful tool to live-assist customers and help them overcome friction points during their web journey with your brand, and by bundling Co-browse as part of Messenger the admin experience has never been easier!
Helpful links:
How do I know if Co-browse is right for me?
- Co-browse can benefit your agents any time a customer calls in or starts a web messaging conversation while having an issue on your website. Whether they're searching for certain information, needing assistance completing a form, or looking for product comparisons and recommendations, there is no substitute for showing the agent exactly what the customer is seeing on the website.
Do I need two Messenger deployments to run Co-browse for Voice and Web Messaging?
- No, a single Messenger configuration and deployment can handle both methods of Co-browsing.
How does the customer connect to Co-browse if they're on a phone call?
- The voice agent will initiate the Co-browse by generating a 6-digit Meeting ID. The agent then provides this ID to the customer to enter within Messenger on the brand's website. Agents can know to propose an upgrade to Co-browse any time the customer is on the website and having trouble.
Does Co-browse for Voice work with the Messenger Headless SDK?
- Yes! If you'd prefer to have customers enter the Meeting ID into another area of your website, this can be done using the SDK's CobrowseService plugin. Note that you will need to design your own Co-browse toolbar to be used during the session.
Have any questions, drop them below!
Cheers,
Matt & Chad
#Roadmap/NewFeatures
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Matt Lawson
Genesys - Employees
Online Community Manager
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