Configure Co Browsing

Note: This feature is only available to Enterprise Plus License users.

Note: This feature requires an additional license from an Anywhere365 partner.

Note: Only available on-premises and federated When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. and using Skype-for-Business client only.

Introduction

Provide better and effective customer support by getting a real-time look on your customer’s screen. Support agents can work together with customers to fill in forms, change account settings or purchase items online.

Prerequisite

The WebChat URL is publicly available.

Configure Co Browsing

Request a CoBrowsing API from your Anywhere365 Account manager
Go to UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. settings site
Go to general settings
Add chat key "CoBrowsingApi" with the REST API Key
Add chat key "EnableCoBrowsing"
Go to WebChat application root folder
Go to /sfbwebchatplus/xml/settings.xml
If you want the cobrowse button permanently on, set the setting
Copy
XML
```
 <cobrowsingenabled>true</cobrowsingenabled>
```

Note: Agent's cannot have a co-browsing account for another organization / team.