inContact Co-browse and Advanced Chat Overview

Use the Customer Engagement Panel in inContact Co-browse and Advanced Chat to interact dynamically with customers, initiate a co-browsing session, or share information.

Displays your current availability state in the MAX application. To change your state, click and select a new state from the drop-down list.

Displays the number of visitors awaiting a dialogue.

Click to view an overview of your personal stats, as well as a current view of your group's status.

Consists of three sections:

  • Fold-out menu, which contains user account options

  • Dialog area, where you access chat windows

  • Queue menu, which displays current queue information and allows you to generate a meeting code to initiate a co-browsing session or to modify your desktop settings.

The second Desktop icon offers the same information and accessibility as the first; however, the Queue menu functions as a slide-out menu. It also specifies which contacts result from a visitor clicking a banner to begin a chat session and which have entered the queue by way of Proactive Chat, if your company has implemented it.

Your current Customer Engagement Panel status. If you set your status to Away in the Customer Engagement Panel, you will still be available for new phone and email contacts if your MAX agent state is set to Available.

Log out of the chat interface.

Includes information about the visitor's operating system, device type, and browser.

Click to change the case type, assign a closure, and close the case.

Displays visitor information, when available.

Length of time since the current chat began.

Displays the text of the current chat.

Click to add internal notes to the current chat.

Click to select a canned response or a link to available documents. Canned responses can be edited before being sent.

Click to view and select available case types. To see more case management options, click More options.

Click to complete the case management for the current chat.

Displays the number of visitors awaiting a dialogue.

Displays the number of agents who are logged in.

Displays the number of current ongoing chat contacts.

Click to view queue options.

  • Unpin queue—Removes the static quality of the Queue menu, which becomes a slide-out menu.
  • Group status overview—Provides a breakdown of the current group status.

  • Generate meeting code—Generates a code to initiate a co-browse session with a visitor who is not yet engaged in a chat.
  • Desktop settings—Change chat font size, and message notification settings.

Report software issues by creating a debug file.

After you have initiated a co-browsing session, use the co-browse functions to assist your customer.

Displays the URL of the page the visitor is viewing.

Click to highlight and draw attention to specific portions of the page.

Click to highlight and draw attention to specific portions of the page.

Click to zoom in or out on the page on which you are co-browsing.

Click to zoom in or out on the page on which you are co-browsing.

Click to pause the page navigation. The visitor may continue to navigate, but you will remain where you paused until you un-pause.

Click to pause the page navigation. The visitor may continue to navigate, but you will remain where you paused until you un-pause.

Click to update the page to display the values the visitor has entered.

Click to update the page to display the values the visitor has entered.

Click to display names of the co-browsing functions.

Click to view a list of available shortcuts, such as forms and articles.

Click to exit the co-browsing mode. The chat window will remain until the chat is closed.