To cover scenarios where a support agent needs to be supporting several end-users simultaneously, agents can start new sessions when they already have an active session.
- While having an active session in the Agent Web Console, open the Session menu from the top-left corner of the Agent Console, and select the type of session you want to initiate.
Result: A support key is generated and displayed in a new tab.
- Select the type of the new session according the information below.
- To start a chat-only session, make sure the Request remote control as soon as end-user arrives checkbox is NOT checked on the Support Session tab.
For detailed information, see Starting a Chat-only Session.
Tip: At any time during a chat-only support session, you can request to view the end-user's screen or control the end-user's device.
- To immediately start a Remote Control session, make sure the Request remote control as soon as end-user arrives checkbox is checked on the Invite end-user screen.
For detailed information, see Starting an Instant Remote Control support session.
- To start a Camera Share session, in the Camera Share window click Connect to Camera.
For detailed information, see Starting a Camera share session.
- To start supporting a mobile device, select Start mobile support session on the Support screen.
Result: The new session starts on a new tab in the Console.
