Genesys Cloud - Main

 We have Co-Browse setup in our Purecloud environment, but we had some questions that came up during our co-browse internal demo this morning.

• Data Retention:
• If a PureCloud agent is deactivated, does the call and co-browse info still get retained? (assuming yes)
• How long is co-browse history retained? Can we set it up similar to call data (1 year)?
• If in the future we decide to no longer use PureCloud as a vendor, can the call and co-browse data be exported for us to keep in our records?
• Settings:
• Is there a setting we can change to make the "Your page is being shared with:" overlay to go away after 3-5 seconds?
• Once the session has started, in the participants list, the agent's full name is displayed. The needs to be first name only (or first name and last initial).
• Is there a setting to change timeout when customer navigates away from pages that have JS? (seems like it is between 15-30 seconds right now)
• Interaction/Experience:
• When CX navigates to another page, CSR gets message stating "Sharer has left the session" and "Sharer has joined the session". Is there a way to make this seamless?
• Bug? – It does not appear you can backspace/delete what you've typed in a comment box. You have to delete entire comment box and start over.

#Implementation

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Erik Melzow
Blucora, Inc.
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Were you able to get co browse installed for your site?

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Jay Jain
Xpressdocs Partners, Ltd.
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If not, you might need to post on the Developer Forum as well to get more insights. developer.mypurecloud.com.

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 03-18-2019 14:56
From: Jay Jain
Subject: Co-Browse questions

Were you able to get co browse installed for your site?

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Jay Jain
Xpressdocs Partners, Ltd.
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