Screen Share

Screen Share enables an agent to see an end-user's screen and, optionally, take control of it. The Screen Share feature is an optional add-on that has incremental monthly cost per agent.

To set up Screen Share for your agents, do the following:

Get your instance provisioned for Screen Share

Contact your account manager and request that they provision your Contact Center AI Platform (CCAI Platform) instance for Screen Share. After the account manager has fulfilled your request, your instance will be configured for Screen Share by generating the Screen Share domain, license key, and JWT token.

To confirm that your CCAI Platform instance is provisioned for Screen Share, follow these steps:

  1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu, and then click Settings > Developer Settings.

  2. Go to the Screen Share pane and click the toggle to the on position. If the Screen Share domain and License Key fields are populated, your instance has been provisioned for Screen Share. The JWT token won't be visible. Make a note of your Screen Share domain and license key. You will need them for configuring the web SDK for Screen Share.

Install the web SDK and configure it for Screen Share

To use Screen Share, you need to initialize the web SDK and configure it for Screen Share. You need the web SDK regardless of whether you use Screen Share with web chats or with mobile chats. If you use Screen Share mode, you need to install the web SDK on the web page that you expect end-users to share.

Customize Screen Share

When you configure the web SDK for Screen Share, the web SDK provides default consent dialogs and a default end-session button. Consent dialogs let an end-user consent to an initial Screen Share session request, as well as a subsequent remote control request or full device access request. Optionally, you can customize the consent dialogs and end-session button. For more information, see Customize the co-browse consent dialogs and end-session button.

Create a custom role and apply it to agents

To enable your agents to use Screen Share, you need to create a new custom role and apply it to every agent that you want to be able to use Screen Share.

  1. To create a custom role, do the following:

    1. In the CCAI Platform portal, click Menu, and then click Settings > Users and Teams. The Users and Team Settings page displays.

    2. Click Roles and Permissions.

    3. Click Add Roles. The Add Role pane appears.

    4. Enter a role name and a label name and an optional description.

    5. In the Function row, click Expand more.

    6. Select the Screen Share - Calls and chats checkbox, and then click Save. Your new custom role for Screen Share is created.

  2. To apply the custom role to an agent, do the following:

    1. On the Users and Teams Settings: Roles and Permissions page, click Manage Users and Teams. The Users and Teams Settings page displays.

    2. In the Roles (Users) area, click Agent to display a list of agents.

    3. In the row of the agent that you want to apply the role to, click More, and then click Edit user. The Edit a User pane displays.

    4. Click the Select Role field, and then click the name of the custom role that you created earlier in this procedure.

    5. Click Update. Your new custom role is applied to the agent.

    6. Repeat step 2 for every agent that you want to apply the custom role to.

Record Screen Share sessions

You can record Screen Share sessions and save them to external storage. Recordings are saved for the duration that you set in external storage.

Set up external storage for Screen Share recording

To set up external storage for Screen Share recording, follow these steps:

  1. Follow the instructions in Set up external storage using Cloud Storage or Set up external storage using an SFTP server, depending on your use case.

  2. Click the Screen Share checkbox when configuring the type of data that you want to store.

CRM integration

If you've integrated a customer relationship management (CRM) app with CCAI Platform, you can configure how a Screen Share recording is referenced in a CRM record. For more information, see Set up external storage for CRMs.

Screen Share historical data

Screen Share makes historical data available for storage in your CRM or in external storage, depending on how you have set up Screen Share. Here are examples of the type of historical data that Screen Share makes available after each Screen Share session:

  • Who requested the Screen Share session.

  • Whether the Screen Share session request was accepted or denied.

  • Whether control of a device was requested and whether the request was accepted or denied.

  • Whether full-device screen sharing was requested and whether the request was accepted or denied.

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