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Monitoring a Co-Browse session from Pega Chat

A user with manager or supervisor privileges can view and monitor an active chat session that has Pega Co-Browse for a selected chat server and chat queue. If needed, the supervisor can join an active chat session to assist the customer service representative (CSR) to resolve the customer issue.

  1. Log in to Designer Studio as a customer service representative (CSR).
  2. Click Launch > Interaction Portal.
  3. To log in to a chat server, on the header, click the Chat Server icon.
  4. In the Chat server list, select a chat server. In the Display Name field, enter the name that you want to be displayed in chat and click Login.
  5. To join a chat queue, on the header, click Join Queues.
  6. Select the queue that you want to join and click Connect.
  7. To log in as a customer, in the customer service application, open a private browser window or open a different browser.
  8. To chat with a CSR, at the bottom of the screen, click Need help?.
  9. In the Which category best fits your inquiry? list, select a value (for example, Dispute), and then type your issue.
  10. As a CSR, return to the Interaction portal. Start a chat with the customer by clicking Accept.
  11. On the Live Chat panel, request a Co-Browse session with the customer by clicking Other Actions > Co-Browse.
  12. As a customer, return to the Interaction portal. On the customer screen, in the Can the representative view you browser? dialog, determine whether to allow the CSR to view your screen.
    • To allow the CSR to view your screen, click Yes.
    • To deny the CSR request to view your screen, click No.
  13. As a CSR, return to the Interaction portal. To start a Co-Browse session between the CSR and a customer, to the right of the Customer Accepted Cobrowse Request label, click Launch.
  14. To monitor this on-going Co-Browse session, open a different browser and log in to the Interaction portal as a manager or supervisor.
  15. Click Launch > Interaction portal.
  16. To log in to a chat server, on the header, click the Chat Server icon.
  17. In the Chat server list, select the same chat server that CSR has logged on.
  18. In the Display Name field, enter a name and click Login.
  19. In the Explorer panel, click Manager tools.
  20. In the Chat server list, select the same chat server that CSR has logged on, and then click the chat queue that you want to monitor.
  21. In the Queue section, click Monitor.

Published February 2, 2017 — Updated February 17, 2017


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