Enable Co-Browse for CXone Agent

You can enable co-browse for voice and digitalClosed Any channel, contact, or skill associated with Digital Experience. skills. Co-browse allows agents to share browser sessions with contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. This helps them share information faster.

Enable Co-Browse for Voice Skills

This involves Studio scripting. Your organization's CXone administrator, agent application administrator, and Studio scripter may need to coordinate to complete this task.

A phone script with actions for co-browse.

  1. Make sure Co-Browse is enabled for your system. Your CXone Account Representative can help with this.

  2. Make sure your agents are using CXone Agent version 24.2 or later. This is configured in the Browser Inactivity Timeout section of your business unit settings.

  3. Launch and log in to Studio.

  4. Open the script assigned to the voice skill.

  5. Click the ONANSWER action in your script. In the Properties pane, make sure these properties are set to their default values:

    • SkillNameVar: SKLNAME

    • AgentFirstName: FIRST

    • AgentLastName: LAST

    • AgentID: AGENTID

  6. Add a SETSECURITYUSER action after ONANSWER. In the Properties pane, set Agent to {AGENTID}.

  7. Add an AGENTLIST action after SETSECURITYUSER. This action is located on the Framework tab. In the Properties pane, set AgentId to {Global:__agentId}.

  8. Add a SNIPPET action after AGENTLIST. Double-click the SNIPPET action. Copy each of the following lines of code and paste them into the Text View tab of the Editor window.

    
ASSIGN agentEmail = agents[1].Email
ASSIGN agentFirstName = agents[1].FirstName
ASSIGN agentLastName = agents[1].LastName
ASSIGN businessUnitId = agents[1].BusinessUnitId

  9. Add a GETPAGE action after SNIPPET. In the Properties pane, set URL to https://nic.surf.ly/get_token?agentFirstName={agentFirstName}&agentEmail={agentEmail}&businessUnitId={businessUnitId}.

  10. Add an INDICATE action after GETPAGE. In the Properties pane, set ActionValue to https://app.surfly-us.com/embed/start/?agent_token={token}.

  11. Save your script.

Enable Co-Browse for Digital Skills

This involves Studio scripting. Your organization's CXone administrator, agent application administrator, and Studio scripter may need to coordinate to complete this task.

A digital script with actions for co-browse.

  1. Make sure Co-Browse is enabled for your system. Your CXone Account Representative can help with this.

  2. Make sure your agents are using CXone Agent version 24.2 or later. This is configured in the Browser Inactivity Timeout section of your business unit settings.

  3. Launch and log in to Studio.

  4. Open the script assigned to the digital skill.

  5. Click the ONASSIGNMENT action in your script. In the Properties pane, make sure these properties are set to their default values:

    • SkillID: SKLID

    • SkillName: SKLNAME

    • AgentFirstName: FIRST

    • AgentLastName: LAST

    • UserID: USERID

    • AgentID: AGENTID

    • PriorAgentFirstName: PRIORFIRST

    • PriorAgentLastName: PRIORLAST

    • PriorUserID: PRIORUSERID

    • PriorAgentID: PRIORAGENTID

    • IsTransfer: ISTRANSFER

  6. Add a SETSECURITYUSER action after ONANSWER. In the Properties pane, set Agent to {AGENTID}.

  7. Add an AGENTLIST action after SETSECURITYUSER. This action is located on the Framework tab. In the Properties pane, set AgentId to {agentID}.

  8. Add a SNIPPET action after AGENTLIST. Double-click the SNIPPET action. Copy each of the following lines of code and paste them into the Text View tab of the Editor window.

    
ASSIGN agentEmail = agents[1].Email
ASSIGN agentFirstName = agents[1].FirstName
ASSIGN agentLastName = agents[1].LastName
ASSIGN businessUnitId = agents[1].BusinessUnitId

  9. Add a GETPAGE action after SNIPPET. In the Properties pane, set URL to https://nic.surf.ly/get_token?agentFirstName={agentFirstName}&agentEmail={agentEmail}&businessUnitId={businessUnitId}.

  10. Add a CASE action after GETPAGE. In the Properties pane, set Variable to token.

  11. Add a CUSTOMEVENT action under CASE. Connect CASE to CUSTOMEVENT using a variable branch condition. Name the variable branch condition error_token.

  12. In the Properties pane of the CUSTOMEVENT action, configure these variables:

    • TargetAgent: {AGENTID}

    • EventName: CoBrowse-Event

    • Data: Disabled

  13. Add a second SNIPPET action after CASE. Double-click the SNIPPET action. Copy each of the following lines of code and paste them into the Text View tab of the Editor window.

    
DYNAMIC cobrowseEvent
ASSIGN cobrowseEvent.url = "https://app.surfly-us.com/embed/start/?agent_token={token}"
ASSIGN cobrowseEvent.contactId = "{Global:__contactId}"

  14. Add a second CUSTOMEVENT action after the second SNIPPET. In the properties pane, configure these variables:

    • TargetAgent: {AGENTID}

    • EventName: CoBrowse-Event

    • Data: {cobrowseEvent.asjson()}

  15. Save your script.