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  • 1.  uditing of co-browse actions

    Posted 28 days ago
    Edited by Andrew Watson 28 days ago
    Hi,
     
    We have been asked a question related to auditing of agent participation in co-browse sessions.
    The specific scenario highlighted was the situation where an agent assists a customer in the completion of an on line form.
    It is possible that the customer enters the information required in the form, but it is also possible for the agent to request control of the customers screen and then enter the information on behalf of the customer.
    In some cases, it would be very useful to know who entered the information.
     
    Is there any audit kept of the co-browse session that would give an indication of what participation the agent had?
    I don't expect Genesys can scrape details of the webpage itself, but is there a way to audit actions performed within Genesys - like:
     - the agent requested control
     - the customer permitted control
     - The agent entered some data
     - the agent requested navigation
     - the customer accepted navigation
     - the customer permitted navigation
     - etc. etc.
    Cheers
    Andrew Watson


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #Reporting/Analytics

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    Cheers
    Andrew Watson
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  • 2.  RE: uditing of co-browse actions

    Posted 28 days ago

    Hi Andrew,

    I don't believe that this functionality currently exists, but hopefully someone can correct me if I am wrong.

    I would recommend creating a Product Idea on the Genesys Cloud Product Ideas Lab



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: uditing of co-browse actions

    Posted 27 days ago

    Thanks for feedback Sam.

    I guess for the moment, we will have to limit functionality on the co-browse to avoid the uncertainty.

    Cheers

    Andrew Watson



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    Cheers
    Andrew Watson
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    Original Message


  • 4.  RE: uditing of co-browse actions

    Posted 27 days ago

    Do you have screen recording turned on? If yes, does it show what you need to know? (The cursor and interface should look different when the agent is entering info vs. the customer)



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
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    Original Message


  • 5.  RE: uditing of co-browse actions

    Posted 26 days ago


    Thanks George,

    We don't use screen recording, but it is good point and definitely something to keep in mind.

    Andrew Watson



    Original Message


  • 6.  RE: uditing of co-browse actions
    Best Answer

    Posted 25 days ago
    Edited by Jason Kleitz 25 days ago

    Hi Andrew - as mentioned, this is not something we offer today but I have created an Idea for this improvement: CECOB-I-15.

    While we don't provide any sort of summary/audit of the Co-browse session today, the Co-browse configuration within Messenger allows for fields to be specified as Read-only. When using this, even agents with remote control granted will not be able to interact with the designated Read-only fields and/or buttons. Perhaps this could serve as an alternative approach to protect sensitive actions.

    Thanks,

    Chad



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    Chad Hansen
    Product Manager
    Genesys - Employees
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    Original Message


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