Idea
NCCI Holdings Inc
US
Last activity: 23 Nov 2017 9:18 EST
Cobrowsing Agent1 disconnects when Agent2 ends session
While Agent1 is cobrowsing with a customer, Agent2 connects to the same session. When Agent2 ends their connection, the customer cobrowsing session ends for customer and for the other Agent. Shouldn't the Agent who didn't end the session remain connected with customer?
***Edited by Moderator Marissa to add FDBK ID details***
Pegasystems Inc.
US
In the current product design and version when any agent participating in the session clicks on "End" this will stop the co-browse session with the customer. Any changes here would be a feature request/roadmap item. Is this an area you would like to see added if possible to the product roadmap?
NCCI Holdings Inc
US
Yes, I think this would be a welcome change. Though we have a procedure to enter the cobrowsing # when an Agent connects, the listing of connections is visible and an Agent can inadvertently connect to a session another Agent has open. Once this is done, the 2nd Agent can't end their session without impacting the first Agent.
Pegasystems Inc.
US
Hi Adriana,
I submitted this as a product enhancement on your behalf and updated your original post with the Feedback ID. You can take that to your Account Executive for next steps.
Thanks!