Sharing Browsers With A Customer - Avaya Interaction Center User Manual

Chapter 5 Managing Chat Sessions
Auto-Sync – Starts an Auto-Sync session so that your customer's browser will display the
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same Web pages as your browser as you navigate through Web pages. See
Sync," on page 129
Join-Us – Starts a Join Us session in which friends of your customer can join the chat
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session. See
Sametime – Starts a Lotus Sametime™ session with your chat customer. You can only use
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Sametime if it is installed and configured for both you and your chat customer. See
a Lotus Sametime Session," on page 149
Transfer – Displays the Unified Agent Directory (UAD) so that you can transfer this chat
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contact to another agent or supervisor. For information, see
on page
10 When all your customers' questions have been answered and your customer is satisfied, wrap
up and complete the chat contact according to the instructions in
Customer," on page

Sharing Browsers with a Customer

The term "Shared Browsing" refers to a set of three features that make it possible for you and your
chat customer to see, and interact with, the same Web pages at the same time. You can use the
Shared Browsing features with any customer in any chat session.
Shared Browsing includes the following features:
Auto-Sync – When you click Auto-Sync and then navigate through a Web site, your customer's
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browser follows your lead to display the same pages simultaneously.
n Page Push – You "push" a URL to your customer. Your customer sees the page displayed
within their browser. The customer can push a URL to you as well.
Collaborative Form Filling – Whenever you share a Web page with a customer (through Page
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Push or Auto-Sync), you can help your customer fill out forms, such as registration forms,
shopping cart pages, and checkout pages. You can see what the customer types and the
customer can see what you type.
Note: You can use the three Shared Browsing features when multiple agents are in the session.
The first agent in the chat session is in charge of the Auto-Sync session. All agents can push pages
and collaborate on form filling.
128 Avaya Agent User's Guide
for more information.
"Handling a Join Us Conference," on page 144
142.
128.
for more information.
for more information.
"Transferring a Chat Contact,"
"Sharing Browsers with a
"Using Auto-
"Starting