HELP FILE

Working with multiple sessions

To cover scenarios where a support agent needs to be supporting several customers simultaneously, agents can start new sessions when they already have an active session.

Note: The maximum number of sessions an agent is allowed to run simultaneously is 15.
  1. While having an active session in the Agent Web Console, open the Session Commands drop-down menu in the top-left corner of the console, and click Create new session tab. A Support Key is generated and displayed in a new window.
  2. Select the type of the new session according the information below.
    • To start a chat-only session, make sure the Request Remote Control when Customer arrives checkbox is NOT checked on the Support Session tab. For detailed information, see Starting a Chat-only Session.
    • To start a Remote Control/Remote View session, make sure the Request Remote Control when Customer arrives checkbox is checked. on the Support Session tab. For detailed information, see Starting a Remote Control/Remote View Session.
    • To start a Camera View session, make sure the Camera Share tab is selected. For detailed information, see Starting a SeeIt Camera Share Session.

    The new session starts in a new instance of the Agent Web Console opened in a new browser tab.