HELP FILE

Managing a Remote Control/Remote View Session on Mobile

Important: The agent must have an active RescueAssist Mobile add-on license.

The following features and tools are available to you during a Remote Control session supporting a mobile device.

Remote View
Use Remote View to view the customer's device screen without taking control of the device.
Remote Control
Use Remote Control to operate the customer's device as if you were holding it in your own hands.
Restriction: Currently available for Samsung devices and supported versions of LG and Huawei devices.
Chat
Engage in a two-way chat with a customer without requiring the customer to download any software.
Session transfer
You can pass a Remote Control/Remote View session to another active agent within your organization.

For detailed information, see Transferring a session.

Session Recording
Depending on an account-level setting, RescueAssist can make a recording of all on-screen activity during a support session.

For detailed information, see Working with Session Recording

Device Info through Chat (iOS only!)
You can get basic system information about the iOS device you are supporting by typing simple slash commands in the chat field of the web console.
/getdeviceinfo
Retrieves the following basic device information:
  • Brand
  • Model
  • Type
  • Screen resolution
Fastpath: You can also use the /gdi short command.
/getcellularinfo
You can get information about the mobile carrier and network type the device is currently using.
Fastpath: You can also use the /gci short command.
/getcurrentwifi
You can get information about the wireless network the device is currently using. (Wireless SSID, BSSID, and IP address)
Fastpath: You can also use the /gcw short command.
/getbatterystats
You can get information about the battery status of the device.
Fastpath: You can also use the /gbs short command.
Restriction: This feature is available for iOS devices only!