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.
Result:
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Agent Web Console
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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.
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Agent Desktop Console
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While having an active session in the
Agent Desktop Console, click
New support session at the bottom of the
Sessions panel.
A Support Key is generated and displayed in a new window.
- 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 Camera Share Session.
Result:
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Agent Web Console
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The new session starts in a new instance of the
Agent Web Console opened in a new browser tab.
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Agent Desktop Console
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The new session starts on a new tab in the
Agent Desktop Console.