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SightCall for Salesforce End User Guide

    

Using SightCall Video Support Agent

For salesforce

  

Solution overview

SightCall for Salesforce is a purpose built application delivering an integrated real-time video experience to Service Cloud users. Using the SightCall cloud service natively in their Agent Console, Salesforce users can engage in video conversations with customers visiting public facing web sites or using SightCall Video-powered mobile applications. Future versions of the application will provide support of other use cases not limited to Service Cloud including Chatter, Communities, etc.

 

As an extension of Live Agent Chat skills-based routing, SightCall for Salesforce Service Cloud enables the agent to easily identify which device the customer is connected to and their ability to engage in a video session. SightCall for Salesforce is deployed as a managed Salesforce package in your production organization and like Salesforce doesn’t require any hardware or software to install or manage.

 

Agent User Guide

I. Console overview

The SightCall interface for the agent is self-contained in a console custom component as shown in Figures 1 and 2 below. It includes the status of the agent connection to the SightCall cloud, and the type of client being used.

 

Figure 1: Console in Live Agent Context

 

 

SightCall Video Support Agent console component is fully integrated on your browser. You can control all video support functionalities of your use case by this component. 

The behavior of the console is updated regarding connection status of the agent and the technical capabilities of customer. (see Figure 2)

 

Figure 2: Console default view

 

 

Two choices of products are available depending on the browser platform and customer choice: 

 

 

Browser

 

Typical uses

WebRTC(*)

        Chrome only

Voice and Video only. No download required.

 

Driver(**)

Internet Explorer 9+

Safari, Chrome, Firefox

Voice, video and screen sharing. Client download required.

Mobile

Safari mobile or Chrome mobile

Voice, video and screen sharing. Application installation from the store required.

(*) Web Real-Time Communication

(**)Driver should be downloaded and installed on your desktop to get all functionalities.

 

From the agent's console, you can see the connection mode of agent and customer:

 

From a desktop:

 figure 3

 

From a mobile:

figure 4

 

II. Component details

A. General availability

During your session you will be informed of the status of both agent and customer availability status. Colored bullets on the user avatar indicate these statuses: 

Customer avatar:

Agent avatar:

  

 

B. Agent / Customer status legend

 

   Not connected

 

   Connecting

 

   Connected

    

   In call

  

C. Console default view

 

  Agent Connection           

 

  

 

 

  Customer Connection

 Desktop Mode (WebRTC and Driver)

 


Mobile Mode 

 

Status

Availability status of the Customer

Mode

Connection mode of the Customer

Should be ‘Mobile’

 

 

Video Call or Download App

1 – If the customer does not have the SightCall Application, the first click of this button will open the store on the client mobile device to download the Application. (this only applies to Android Correct, currently we can not do a redirect to Itunes? The agent would have to send the link via Chat…Needs to be confirmed per Thomas

2 – Launch the video call if the SightCall application is installed.

 

Reconnect

If something is wrong with the customer connection, you can restart the SightCall app initialization.

 

 

 Console action view

 

There are various combinations of the action view regarding

The current configured use case.

 

 

 

Co-browse use case actions

 

Once the call is established in Co-browse mode a set of buttons is activated by a default use case configuration:

 

 

 

Co-browsing control

 

 

Enter in this field an URL to send to the customer, once the customer accepted to share-it, a screen share is sent from the customer to the agent with the selected web page. Please make sure to add ‘http://’ to your link as it will not work with just ‘www.xyz.com’.  

 

 

Start share

Send the share request to the customer

 

Stop share

Stop the share with the customer

 

During the share session, some interactions are possible to guide the customer in the web page browsing:

 

 

Drawing

Enable free drawing on the customer web page. Use the right button constantly to draw a line.

 

Place circle

Switch drawing mode to place circle, this enables a function to draw a circle on the desired zone on the web page. Just click with the right button.

 

Erase

Clear all drawings and circles from the share session.

 

Save image

Save to local file the current sharing session.

 

Use cases

 

Co-browse

 

Call starts and customer automatically access the appropriate website. The screen sharing allows the agent to see exactly what the customer sees on his screen.

 

Call setup

 

The customer is accessing the support webpage and the agent receives a request on Salesforce Live Agent.  Once accepted, the agent is able to see the customer’s connection status. 

Co-browse use case requires the customer to be connected through the RTCC driver.

The agent can use these buttons to establish the call:

 

Customer is on a desktop (PC/Mac):

 

1

« Send download link » button to provide the customer with the link to install the driver

2

« Reconnect » click on this button once the customer has installed the driver and is ready to start the call.

3

« Video Call » Click on this button to actually start the call.

 

  

Customer is on a smartphone or tablet (Android/iOS):

 

1

« Video call or download app » button to either redirect the customer to the Play Store/App Store or start the call through the SightCall application.  

 

 

The agent can begin  to interact with the customer via sceensharing, allowing him to guide the customer.

 

Place Circle  

When this icon is selected, the agent can place circles using the mouse right click. This allows to show the customer where he has to click or look at.

 

Drawing

When this icon is selected, the agent can draw lines using the right click button on the mouse. He is then able to guide the customer through a specific scenario.

 

 

 

Save Image

Should the customer  want to save  the agent’s instructions for a future use. The « Save Image » button allows the agent to save the webpage sharing including annotations as an image he/she could later send to the customer.

  

Clear screen

This button removes all annotations (circles and drawing) from the webpage sharing.

  

URL to co-browse

 

 

The agent always has the ability to redirect the customer to another website, or reopen the original website if the automatic sharing failed for some reason. Please make sure to add ‘http://’ to your link as it will not work with just ‘www.xyz.com’.

 

System Requirements

Operating System

Minimum Hardware

Browsers

Windows XP SP3 and later

Intel Core 2 Duo or AMD Athlon X2 1GB RAM

Internet Explorer 9+
Chrome, Firefox, Opera

Mac OS 10.6 and later

Intel Core 2 Duo 1GB Ram

Safari 5+
Chrome 30

Linux Workstation

Intel Core 2 Duo 1GB Ram

Chrome 30+ (WebRTC only)

Android 4.0.3 and later

Android SDK requires ARM-based device

Chrome 30+ (WebRTC only)

iOS 5.1 and later

Apple iPhone 4s, iPad 2

Not applicable. iOS SDK required

Please note that Weemo for Salesforce provides an embedded video experience on Chrome 30 or later only. Other browsers such as IE, Safari and Firefox are supported however they require for the agent and the visitor to download a lightweight cloud-managed client. The difference is that the video window will be a floating window running outside of the browser.

 

Troubleshooting

Find a solution to your issue on our online help center or submit a request to our support team.