Comments

  • Michelle Brusyo

    Great question! We have user exports on the product backlog as an enhancement to user reporting, but in the meantime you can work with your account team to get those reports pulled for you or you can submit an SR and we'll get you the reports that way. Thanks!

  • Michelle Brusyo

    Hi Ryan - you can enter a link to your own terms and conditions page in that field.

    If you'd just like text-based terms and conditions you can enter those elsewhere on the Number Generation Screen or you can use the Terms and Conditions screen to put those before the number is generated.

  • Michelle Brusyo

    Adding to Anuj's answer, you will need a Configuration Administrator account on mylivelook.com to configure the design and behavior of the Co-browse widget. If you submit an SR, Support can tell you who is the Configuration Administrator at your company or can help get the right person set up with those privileges.

  • Michelle Brusyo

    Hi Niven,

    You can update Co-browse with the Configuration Assistant:

    https://cx.rightnow.com/app/answers/detail/a_id/7537/kw/Configuration%20Assistant

    That will address the issue you posted earlier with the deprecated version no longer being supported.

    Thanks!

  • Michelle Brusyo

    Hi Ivan!

    In the February 2016 release of Oracle Co-browse, enhanced support was made available for co-browsing content that is displayed inside an iFrame on a website. Previously, escalation to Advanced Co-browse Mode (ACB) was required in order for agents to view all of the content on a web page that included iFrames.

    Support for co-browsing of iFrame content requires deployment of the Co-browse Launcher script on both the main website as well as the content that is delivered within the iFrames. If any content displayed in iFrames is served by a third party, that third party content provider will need to add the Co-browse Launcher .js script to the iFrame content.  

  • Michelle Brusyo

    http://www.arbonne.com has done a nice job with their Co-browse deployment - they're a great example.

  • Michelle Brusyo

    Hi Brian - a Co-browse Configuration Administrator account to access my.livelook.com is created when your Co-browse instance is provisioned and details are sent via email. If you aren't sure who the Configuration Administrator is for your account, you can submit an SR any time to request to be added as a Configuration Administrator for your account, or to ask Support to confirm who your Configuration Administrator is. Thanks!

  • Michelle Brusyo

    Hi Brian - thank you for replying! I took a look and it does seem that our documentation doesn't cover Integrated Co-browse well from a user guide standpoint - I'll be working with Documentation to fix that ASAP!

    To get you an answer quickly, though - the end-user experience can happen in two ways:

    1. PHONE: The visitor is on your website (or mobile app) and needs help. He/she calls in to your contact center. The agent determines that Co-browse will help reach a resolution faster or would provide a better experience, and directs the visitor to the co-browse button. The visitor clicks the button and sees the 6-digit session ID code appear. The visitor reads off this 6-digit code to the agent.
      1. Standalone Co-browse: the Agent, using any modern browser, enters the 6-digit code into the Co-browse Agent Console accessed by URL and the co-browse session connects in that browser window
      2. Integrated Co-browse: the Agent clicks the Co-browse button on the ribbon to open the Co-browse Agent Console within the Agent Desktop; he enters the 6-digit code into the Agent Console and the co-browse session connects inside the Agent Desktop. It can be undocked, docked for ease of viewing.
         
    2. CHAT: The visitor is on your website and needs help. He/she clicks the Chat button on your site. The Chat agent determines that Co-browse will help reach a resolution faster or would provide a better experience, and he clicks the Co-browse button on the Chat toolbar to send an invitation to the customer to Co-browse. The customer clicks Accept in the Chat transcript and the session automatically connects. The agent sees the Co-browse session live in the Agent Desktop.

    To see an example of what the Co-browse button would look like on your website, you can go to https://shop.oracle.com and click Control + Enter (this brings the Co-browse button out of "stealth" mode). This is just one example - the launch point can be any icon, button, or link of your choosing.

    Let me know if you have any other questions I can help with!

  • Michelle Brusyo

    Hi Sheri - this is definitely unexpected behavior. Would you mind submitting an SR so we can have our experts take a look?

    Thanks!

  • Michelle Brusyo

    HI Brian! You can find all the user guides and documentation about Oracle Co-browse here: https://cx.rightnow.com/app/answers/detail/a_id/8757

    And please don't hesitate to keep posting if you have any other questions!

    Thanks!

  • Michelle Brusyo

    Hi Karthik,

    You can adjust Co-browse button behavior directly from the Co-browse Administrative Console (my.livelook.com) - by selecting "Stealth Mode" in Configuration the button will not be visible until a co-browse session is started via Chat or if a key combo is entered (ctrl + enter)

  • Michelle Brusyo

    Thanks for the feedback Michel and Dietrik!

    Our first release of native video chat capability is slated for later this year and will leverage our Browser UI agent desktop. When we release this feature, there will be plenty of materials and documentation to go along that highlights the integration and how video works seamlessly with OSvC.

    In the meantime I've talked to many customers who are interested in video, but are surprised at some of the nuances to deploying it and they have been appreciative of our guidance on how to "get ready" so that's the purpose of this white paper.

    Thanks again!

  • Michelle Brusyo

    Hi Luis!

    This is probably not something that will be solved by TrueView - let's look into it together so we can determine what is happening with the customer's environment that's causing the drop-downs to display differently. I'll message you and then we can report back to the community when we figure out what the resolution is! Thanks!

  • Michelle Brusyo

    Hi Sachin:

    Co-browse V4 > Configuration > Deployment Instructions

    Please refer to this deployment guide - there is a lot of helpful information here: https://docs.oracle.com/cloud/latest/servicecs_gs/FASCG/FASCG.pdf

  • Michelle Brusyo

    Hi Sachin,

    You can choose "stealth mode" from the Co-browse V4 > Configuration > Optional Configuration menu to hide the launch button on your site while keeping the launcher.js deployed there so co-browsing is supported.

    I will create a post with some information about language options separately - I need a little more time to pull that together. Thanks!