Introduction to Pega Co-Browse
Use Pega Co-Browse to engage customers in a high-touch, visual way on your website. Assist customers with their issues while guiding them toward efficient, self-service solutions. With Pega Co-Browse, a CSR and customer simultaneously view the same webpage during a chat or phone interaction. The CSR helps the customer to more quickly find information and answers. The CSR can click different parts of the webpage to highlight them for the customer. For example, the CSR can click a Check out button to call attention to it.
The following figure shows an example of the CSR and customer views of the same webpage during a co-browsing session.
You can configure selected webpages on your website to support co-browsing. A customer viewing a webpage can request co-browsing support by clicking a button, using a keyboard shortcut, or by using a custom method that you have defined for that webpage. For more information, see "Configure how your customers start co-browsing" in Configuring Pega Co-Browse.
A CSR can initiate a co-browsing session by sending a link to a customer during an interaction.
Keeping customer data private and secure
To ensure privacy and security, the CSR sees only the co-browsing enabled webpage. The CSR does not see other webpages or applications.
You can determine whether or not to allow the CSR to request control of the shared webpage. When a CSR takes control of the webpage, they can move the cursor, click links, or fill out forms. For example, the CSR can click a Check out button to help the customer complete a transaction. The customer can take back control of the webpage by clicking the End control mode button on the webpage.
You can mask or hide sensitive customer data, such as an account number. When a field is masked, the CSR sees only a portion of the value. When a field is hidden, the CSR does not see any portion of the data.
The following figure shows an example of a webpage with masked data and hidden data.
To configure this feature, see "Mast or hide sensitive customer information" in Configuring Pega Co-Browse.
Using drawing tools to mark up the webpage
A CSR can mark up the webpage by using the Scribble feature, which includes free-form drawing tools, pre-configured shapes, and text. The CSR can also erase the markup.
The following figure shows an example of the CSR view of a co-browse enabled webpage with the Scribble tools enabled.
To configure this feature, see "Enable drawing tools for co-browsing" in Configuring Pega Co-Browse.
Monitoring co-browsing sessions
Managers can use the Supervisor Monitoring feature (Interaction Portal > Manager Tools) to monitor the active co-browsing sessions for your website.
For more information about that tool, see Stay ahead of service spikes by managing queues and agents more efficiently.
Viewing recorded co-browsing sessions
Pega Co-Browse includes optional recording capabilities so that you can review a previous co-browsing session for quality and training purposes. A recording captures the drawings, opening or closing of webpages, and changes in webpage control that occur during the session. The recording timeline marks each event, such as the addition of CSR markup, so that you can more easily navigate to significant actions.
Your Pega Co-Browse administrator can view recordings from the Pega Co-Browse dashboard, as shown in the following figure.
The Pega Co-Browse dashboard is a separate application that runs on the Pega Co-Browse server. For more information, see "Log in to the Pega Co-Browse dashboard" in Configuring Pega Co-Browse.
A second option for viewing recordings is from the Recent Interactions section of the Interaction Portal. When you enable the viewing of recordings from the Interaction Portal, a Play recording icon appears next to the interaction.
To ensure that chat customers are aware that you are recording a co-browsing session, you can display a disclaimer statement prior to starting the session.
For more information, see "Enable the recording of co-browsing sessions" and "Configure disclaimer text" in Configuring Pega Co-Browse.