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.
  1. 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.
    A Support Key is generated and displayed in a new window.
  2. 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.