Genesys Cloud - Main

Dear Community

May i kown is it possible to change the issuer side when releasing the security code during the voice co-browse.

Current system design.

1. a voice interaction established between agent(viewer) and customer(sharer).
2. agent(viewer) launches the Co-browse session by clicking 'screen share'.
3. Security code displays in agent(viewer) UI.
4. agent(viewer) tells the security code via the voice interaction.
5. customer(sharer) gets the code, and inputs the code in the web page frame.
6. customer(sharer) clicks OK to confirm to share his web page.
7. Co-browse session established along with the voice interaction.

Any possibility to change the above steps something like below?

1. a voice interaction established between agent(viewer) and customer(sharer).
2. customer(sharer) launches the Co-browse session by clicking 'screen share' in his web page.
3. Security code displays in customer(sharer)'s web page.
4. customer(sharer) tells the security code via the voice interaction.
5. agent(viewer) gets the code, and inputs the code in the customized agent UI.
6. customer(sharer) clicks OK to confirm to share his web page.
7. Co-browse session established along with the voice interaction.

Hi John - we don't support the issuing direction you've described. Could you help clarify why you might need this, or why the current flow is not sufficient?

Thank you!

Dear Community

May i kown is it possible to change the issuer side when releasing the security code during the voice co-browse.

Current system design.

1. a voice interaction established between agent(viewer) and customer(sharer).
2. agent(viewer) launches the Co-browse session by clicking 'screen share'.
3. Security code displays in agent(viewer) UI.
4. agent(viewer) tells the security code via the voice interaction.
5. customer(sharer) gets the code, and inputs the code in the web page frame.
6. customer(sharer) clicks OK to confirm to share his web page.
7. Co-browse session established along with the voice interaction.

Any possibility to change the above steps something like below?

1. a voice interaction established between agent(viewer) and customer(sharer).
2. customer(sharer) launches the Co-browse session by clicking 'screen share' in his web page.
3. Security code displays in customer(sharer)'s web page.
4. customer(sharer) tells the security code via the voice interaction.
5. agent(viewer) gets the code, and inputs the code in the customized agent UI.
6. customer(sharer) clicks OK to confirm to share his web page.
7. Co-browse session established along with the voice interaction.

Hi Chad

Good Day!

Many Thanks for your time to look this thread.

I have limited picture regarding this feature, however, to my knowledge, the security code would be something like an ID to let system discriminate which live interaction(voice) needs a co-browse session to be added there.

From that perspective, no matter the sharer(customer) or the viewer(agent) releases the "ID", they (supposed to) all point to the same active conversation.

But in case the sharer(customer) side initializes to release a code, there would be more helpful for them to decide to share their sensitive information(sometimes).

I.E. if i were a sharer, i give a code to the opposite side, i will feel that i have the control to (decide to start to)share my screen rather than i was told to share it with someone.

Hope the above explains. ^_^

Many Thanks!

Best Regards!

John

Hi John - we don't support the issuing direction you've described. Could you help clarify why you might need this, or why the current flow is not sufficient?

Thank you!

Dear Community

May i kown is it possible to change the issuer side when releasing the security code during the voice co-browse.

Current system design.

1. a voice interaction established between agent(viewer) and customer(sharer).
2. agent(viewer) launches the Co-browse session by clicking 'screen share'.
3. Security code displays in agent(viewer) UI.
4. agent(viewer) tells the security code via the voice interaction.
5. customer(sharer) gets the code, and inputs the code in the web page frame.
6. customer(sharer) clicks OK to confirm to share his web page.
7. Co-browse session established along with the voice interaction.

Any possibility to change the above steps something like below?

1. a voice interaction established between agent(viewer) and customer(sharer).
2. customer(sharer) launches the Co-browse session by clicking 'screen share' in his web page.
3. Security code displays in customer(sharer)'s web page.
4. customer(sharer) tells the security code via the voice interaction.
5. agent(viewer) gets the code, and inputs the code in the customized agent UI.
6. customer(sharer) clicks OK to confirm to share his web page.
7. Co-browse session established along with the voice interaction.

Hi John,

Thanks for the explanation. In the case of Co-browse for Voice, the agent will generate the 6-digit ID and share it with the customer. Since the customer must separately enter the ID to connect the session, they still have a high level of control in case there are concerns over sensitive information. This holds true in additional cases where the agent may request the customer navigates to a specific page, or if the agent requests control over the customer's cursor.

I hope this helps. Keep an eye out in the coming weeks for the Beta release of the new Co-browse for Voice!

Hi Chad

Good Day!

Many Thanks for your time to look this thread.

I have limited picture regarding this feature, however, to my knowledge, the security code would be something like an ID to let system discriminate which live interaction(voice) needs a co-browse session to be added there.

From that perspective, no matter the sharer(customer) or the viewer(agent) releases the "ID", they (supposed to) all point to the same active conversation.

But in case the sharer(customer) side initializes to release a code, there would be more helpful for them to decide to share their sensitive information(sometimes).

I.E. if i were a sharer, i give a code to the opposite side, i will feel that i have the control to (decide to start to)share my screen rather than i was told to share it with someone.

Hope the above explains. ^_^

Many Thanks!

Best Regards!

John

Hi John - we don't support the issuing direction you've described. Could you help clarify why you might need this, or why the current flow is not sufficient?

Thank you!

Dear Community

May i kown is it possible to change the issuer side when releasing the security code during the voice co-browse.

Current system design.

1. a voice interaction established between agent(viewer) and customer(sharer).
2. agent(viewer) launches the Co-browse session by clicking 'screen share'.
3. Security code displays in agent(viewer) UI.
4. agent(viewer) tells the security code via the voice interaction.
5. customer(sharer) gets the code, and inputs the code in the web page frame.
6. customer(sharer) clicks OK to confirm to share his web page.
7. Co-browse session established along with the voice interaction.

Any possibility to change the above steps something like below?

1. a voice interaction established between agent(viewer) and customer(sharer).
2. customer(sharer) launches the Co-browse session by clicking 'screen share' in his web page.
3. Security code displays in customer(sharer)'s web page.
4. customer(sharer) tells the security code via the voice interaction.
5. agent(viewer) gets the code, and inputs the code in the customized agent UI.
6. customer(sharer) clicks OK to confirm to share his web page.
7. Co-browse session established along with the voice interaction.