Ask the Expert - Pega Co-Browse with Avishek Banerjee
Join Avishek in this session of Ask the Expert (July 29th - August 9th) on Co-Browse.
Meet Avishek Banerjee: Avishek joined Pega in 2009 and after working on several Pega Platform UI teams, moved to Pega Customer Service group leading the development of Pega Chat and Pega Co-browse as Development Manager. He now works as a Senior Product Manager focusing on the Pega Co-browse and Chat and Messaging capabilities. Avishek works out of Pega’s office in Hyderabad, India. And when he’s not working, his dogs keep him very very busy (and healthy)!
Message from Avishek: Co-browse is a high touch visual way for Contact Center Representatives to connect with End Customers and help them out across websites, greatly increasing customer satisfaction and reducing frustration for both the CSR and the Customer. The best thing about Co-browse for organizations is that they don’t have to ask their customers to install anything on their computers or browsers to be able to Co-browse with a CSR. That increases trust and reduces hassle. Co-browse greatly elevates the experience of channels like Phone and Chat enabling high efficiency customer service. I look forward to engaging with all enthusiast on the most cherished product I have ever owned (I’ve always been partial to Co-browse)!
I have couple of questions , appreciate if you can provide your comments .
1) We are on Pega platform 8.1 Customer Service and when i see co-browse 8.1 implementation guide , in page 11 i see "PortalCobrowsingAPIToken " . This property or DSS doesnt exist in the 8.1 platform at all .
2) I have a sample HTML page( outside Pega) where i have Chat Script and want to initiate the co-browse . The script has the tag "fireflyChatAPI.cobrowseAPIKey" set correctly but i do not see the Co-browse when the chat is initiated . I looked into the implementation guide for Customer Service but that doesnt provide much information. Appreciate if you can provide a working example in the implementation guide for this scenario .
3) The Co browse key generation pattern seems to have changed . With the key that we have in the Co-Browse site , the when rule "HasCoBrowsingAPIKey " seems to be failing and the co-browse "support" button is not visible in Customer Service.
5) With the co-browse being secure , if we put the script directly in an sample HTML which is in the local system , we are seeing a CORS issue . I believe there should be something in the implementation guide to point this out and also mention using Firefox as a work around .
Your queries fall mostly in the area of Support rather than a discussion about Co-browse and its features and solutioning approaches. Pega would be glad to help you. Please log the Support Requests with our GCS team and someone will help you out with these issues. Thanks.
Congratulations for the Co-Browse power point it is informative. I would like to know how do we embed this feature into our existing Pega Applications built on Pega 7.1.X. Is this feature configurable for existing Pega Platform applications.
Currently we are using other recording/replay tools to understand the customer experience and troubleshooting from there but with this Co-Browse option we can avoid third party tools usage and back and forth phone calls and understand the issue and also we can make our applications consistent and unique by embedding this feature into our existing apps.
I would like you to think beyond this co-browse feature meaning extend this feature to record the session automatically and send the recording to Pega IT team as well.
Here is the scenario:
For e.g. the Customer is using a banking application and trying to add a new Payee to transfer money. But customer is getting an error while doing it (due to system issue or inexperience in the system and lack of knowledge to use the system). So if we give an option for the customer to Record the session(Record Screen button) (same as the Share Screen button option on Pega UI Screen) then it should automatically record the customer action and send a report to the IT department this feature can help IT department to understand the user behavior and experience.
First about your request for integration of Co-browse with Pega Platform. Co-browse is a fully baked in and seamlessly integrated feature in Pega Customer Service and works out of the box for Phone and Chat interactions. You can refer to the Pega Customer Service Implementation Guide to see the steps to get started with Co-browse. Co-browse is not integrated into the Pega Platform or other applications as we have not had enough usecases to justify the integration. But, you can always achieve it yourself using, what we call the Partner Session API. I have attached the steps to follow here.
That gives us a good transition into your next usecase. We have thought about it in the past just as we were developing the recording functionality. But, just like every product decision, we didn't have sufficient ask for it. But, now with more traction towards the recording feature we have started hearing this ask as well. The feature is part of our roadmap. We will deliberate over it and try to get it included in a future release. Thanks for the inputs and feedback.
Hi, we are implementing pega chat on pega cloud and also plan to migrate cobrowse to pega cloud offering . have an question on data base access . how do we access the postgresql db table that are in cloud ? we have business reporting needs to go against the chat details that are stored in the pega chat db table and also cobrowse . we were able to query the table directly if its in house . in pega cloud , do we get access to the loud db ?
It is not possible for customers to get access to the Cloud Database. The Cloud offering is a multi-tenant service and hence no individual customer can access the DB. It would be good for you to work with your Account Executive to discuss your reporting requirements with relevant members in the Pega Product and Consulting team. We can then help you identify if these reports are already available out of the box in Pega Customer Service. If not, we can help identify means to build them or make them available in subsequent releases.