HELP FILE
Working with Multiple Sessions
To cover scenarios where a support agent needs to be supporting several customers simultaneously, agents can start new sessions when they already have an active session.
Note: The maximum number of sessions an
agent is allowed to run simultaneously is 15.
- Depending on whether you are using the Web or Desktop version of the Agent Console, follow the corresponding step below.
- Agent Web Console
-
While having an active session in the
Agent Web Console, open the
Session Commands drop-down menu in the top-left corner of the console, and click
Create new session tab.
- Agent Desktop Console
- While having an active session in the Agent Desktop Console, click New support session at the bottom of the Sessions panel.
- Select the type of the new session according the information below.
- To start a chat-only session, make sure the Request Remote Control when Customer arrives checkbox is NOT checked on the Support Session tab.
For detailed information, see Starting a Chat-only Session.
Tip: At any time during a chat-only support session, you can request to view the customer's screen or control the customer's device. - To immediately start a Remote Control session, make sure the Request Remote Control when Customer arrives checkbox is checked on the Support Session tab.
For detailed information, see Starting a Remote Control Session.
- To start a Camera View session, in the Camera Share window click Connect to Camera.
For detailed information, see Starting a SeeIt Camera Share Session.
- Agent Web Console
- The new session starts in a new instance of the Agent Web Console opened in a new browser tab.
- Agent Desktop Console
- The new session starts on a new tab in the Agent Desktop Console.
- To start a chat-only session, make sure the Request Remote Control when Customer arrives checkbox is NOT checked on the Support Session tab.