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. 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.
    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, make sure the Camera Share tab is selected.

      For detailed information, see Starting a SeeIt Camera Share Session.

    The new session starts in a new instance of the Agent Web Console opened in a new browser tab.