Business Banking Co-Browse Live Help

Transcription

1 Business Banking Co-Browse Live Help User Guide Effective Date: September 2007 Version 1.0

2 Digital Insight Confidential The information contained in this publication is the property of Digital Insight. Except as specifically authorized in writing by Digital Insight, the holder of this document shall keep the information contained herein confidential and shall protect same in whole or in part from disclosure and dissemination to third parties and use same for evaluation and operational purposes only. The information herein is subject to change without notice. Digital Insight reserves the right to make changes in software design or components as progress in software engineering and design warrant.

3 Table of Contents Overview... 1 Limitations... 1 Starting a Co-Browse Live Help Session... 2 Agent Session Initiation... 2 End User Session Initiation... 4 Using Shared Pointer... 6 Filling Out Forms Together... 7 Ending a Co-Browse Session... 7 Agent Privileges... 8 Feature Not Certified Message... 8 Reporting and Agent Account Management... 8 Security Information Supported Browsers Supported Bandwidth Special Provisions Additional Co-Browse Live Help Tips i

4 Overview Co-Browse Live Help provides the ability for a financial institution customer service agent to see what an end user sees within a shared browser window. This service helps to troubleshoot issues and train end users on how to use Business Banking. If an end user is having trouble within Business Banking, they can request a Co-Browse Live Help session and call a financial institution customer service agent who initiates a Co-Browse session with the end user. The session is secured using end to end 128-bit SSL encryption. Digital Insight has partnered with the third party vendor PageShare Technologies to provide Co-Browse Live Help. This browser based technology does not require any software download to share a browser between an agent and the end user. Each Co-Browse Live Help session consists of an agent who initiated the session in response to a user request, and an end user who joins the session. The financial institution can determine the number of seats they purchase which is equivalent to the number of agents that they can have online at any time hosting Co-Browse sessions. Each seat is assigned its own unique User ID and password provided by Digital Insight. Limitations To ensure that an agent never sees more than the end user intends for them to see, a Co-Browse Live Help session is limited to a special browser window that is clearly labeled Co-Browse Live Help and looks different than the end user s typical browser window. The FI Agent will be limited to the Pointer function only and cannot enter data on the end user s screen. In addition, only this shared window is seen by the agent, so if the end user has multiple browsers open on their computer, the agent will only see the Co-Browse Live Help window. In addition, agents can never see non-browser applications and have no access to a user s other applications or computer settings. Business Banking Co-Browse Live Help User Guide v1.0 1

5 Starting a Co-Browse Live Help Session The end user requests the Co-Browse Live Help session by selecting the Live Help button within Business Banking. The Session Initiation Pop-up Window is presented. All Co-Browse Live Help sessions begin with the end user requesting a session and the agent initiating that session and then joining the end user within Business Banking. End User Session Initiation Pop-Up Window: The end user contacts the financial institution by calling the telephone number provided within the Session Initiation Pop-up Window. The content of this pop-up window is customized for each specific financial institution to reflect their hours and contact numbers. Agent Session Initiation The Customer Service Agent opens a browser and navigates to the Agent login page and completes the logon process. This URL is setup during the implementation process and will be given to the financial institution as a part of the implementation process along with your Account IDs and Password(s). Agent Start Page: Business Banking Co-Browse Live Help User Guide v1.0 2

6 The financial institution customer service agent enters the following information in the Co-Browse Agent Start Page: Account ID (provided by Digital Insight during Implementation) Account Password (provided by Digital Insight during Implementation) Co-Browse Session ID (any alpha/numeric combination created by the FI Agent; casesensitive). Note: Typically agents will use the client s last name as the Session ID for tracking purposes and to ensure that no two agents are using the same Session ID concurrently. If two agents attempt to use the same Session ID at the same time (e.g. test, smith, FI name) the Co- Browse Live Help session will not initiate for both agents as every active session has to have a unique Session ID. When the FI Agent clicks the Create Session button from the Co-Browse Agent Start Page, the following message appears: Agent Co-Browse Session Loading: Once the session has loaded, the following message is displayed to the Agent until the end user joins the session: Agent Session Pending: Session Pending The client has not yet joined the session. As soon as he or she joins, you will be directed to the selected website (URL) and the Co-Browse Live Help Session can begin. Business Banking Co-Browse Live Help User Guide v1.0 3

7 The financial institution Agent then provides the session ID to the end user. The end user enters the session ID (case-sensitive) and clicks the Join button in the Session Initiation Pop-up Window. End User Session Initiation The End user clicks on the Co-Browse Live Help link within Business Banking. Business Banking Co-Browse Live Help User Guide v1.0 4

8 When the end user clicks on the Co-Browse Live Help, link pop-up window below appears: End User Session Initiation Pop-up: The end user then enters the Session ID provided by the Agent to begin the Co-Browse session. End User Co-Browse Session Loading: Business Banking Co-Browse Live Help User Guide v1.0 5

9 The FI agent and the end user will be linked via secure end-to-end 128-bit SSL encryption in a Co- Browse session. End User / Agent Connection: AGENT BROWSER VIEW CLIENT BROWSER VIEW Both the Agent and end user have the ability to take control of the session and invoke the shared pointer. Only the end user may scroll to a different area of the page, complete forms, and/or navigate to a different page. To quit the Co-Browse Live Help session, either the end user or the financial institution Agent can click the Quit button in the Co-Browse Live Help tool bar. Only the Agent has the option to enter a specific URL and navigate away from the Business Banking session, to ensure that the End user does not navigate away and share any confidential information with the Agent. Similar to Business Banking, the use of the <Back/Forward> buttons in the Co-Browse Live Help tool bar is not recommended. If at anytime the agent and end user become out of sync (on different pages) within the Co-Browse Live Help session, it can be resolved by clicking the Refresh button in the Co-Browse Live Help tool bar. Using Shared Pointer When the Co-Browse Live Help session has started, place the cursor on the text, form field, radio button, check box, or orange arrow on the webpage and right-click the mouse button to activate the large red shared pointer. This will activate the shared pointer to the area of focus. If the focus of the pointer is above or below the web browser fold line for the agent or user, the window will automatically scroll up/down to the area of focus of the pointer. Because the Co-Browse session cannot control screen resolutions on the end user s PC the agent may be presented with more or less information in their version of the shared browser. For example if the end user s PC is set to a screen resolution of 640x480 and the agent is using 800x600 the agent will see more within their current view of the browser than the end user. In addition the end user and agent can scroll up or down their shared browser independently. To force the end user to scroll up and down the browser Business Banking Co-Browse Live Help User Guide v1.0 6

10 window and ensure that they are seeing what the agent sees invoke the shared pointer which will bring the other participant to a specific area on the page. Using the scroll bar does not cause the other user s session to scroll. To turn the pointer off, click the icon on the top of the browser Co-Browse tool bar that looks like a pointer with a slash through it. To bring it back, right click on any area of the webpage except white space. Co-Browse Live Help Session: AGENT VIEW END USER VIEW Filling Out Forms Together Only the end user has the ability to fill out forms within the shared browser. When information is entered into form fields, the characters will be filled as the information is entered into the field; the field will be highlighted yellow in order to bring attention to the form field; and if the field is above or below the browser window fold line for the agent or user, the window will automatically scroll up/down to the form field where the information is being entered. Ending a Co-Browse Session Either the end user or the agent can end a Co-Browse session at any time. To end a session simply close the browser window, or click the Quit link on the shared browser tool bar. The other party in the Co-Browse Live Help session is alerted that the session has been terminated. Session ended message: Business Banking Co-Browse Live Help User Guide v1.0 7

11 Agent Privileges For increased security Co-Browse Live Help agents are not permitted to perform transfers, schedule recurring transfers, perform bill payments, add payees, or submit secure forms. If an agent attempts to access a feature that is restricted, they receive a message that indicates the agent is unable to complete the transaction. End users can click on any button within the Co-Browse Live Help session to complete a transaction, and agents can follow along. Agents are restricted from completing the transaction without the user initiating the transaction. Agent cannot perform transaction message: The agent s Co-Browse Live Help session window includes an address bar on the top of the page, so that the agent can navigate away from Business Banking and bring the end user to a non-business Banking website. The end user s Co-Browse Live Help session does not include an address bar, so the end user cannot navigate to any website. This is a security provision so that the end user does not mistake the Co-Browse Live Help session for their standard browser and navigate to another non-business Banking site while the agent follows along. The agent has the capability to go to a non-business Banking site so that they can go to the financial institutions website or anywhere on the web to provide support information to the end user. Feature Not Certified Message Co-Browse Live Help is certified for use with Business Banking. Third Party features within Business Banking are not available for use with Co-Browse Live Help. If a non-certified feature within Business Banking is accessed within the Co-Browse Live Help session, a message will be displayed to the user. The message notifies the user that the feature is not available for use with Co-Browse Live Help. Feature Not Certified Message: Reporting and Agent Account Management With your implementation you will receive a master account login to access the reports and agent account management screens. Use this specific login to access your reports. From the same login page, click on the link Go to Co-Browse Administration Area. Co-Browse Live Help Agent Start Page: Business Banking Co-Browse Live Help User Guide v1.0 8

12 Enter the Administrator account information: Co-Browse Live Help Administration Area: Once logged in there will be two options: Account List Provides a list of financial institution account ID s and Passwords and the ability to change the Administrator or Manager account passwords. Note: If a specific financial institution Agent password needs to be reset, contact Digital Insight Customer Service. Only the Manager password can be changed online. Session Log Reports: Business Banking Co-Browse Live Help User Guide v1.0 9

13 Provides the ability to track the usage of Co-Browse Live Help session Co-Browse Live Help Administration: To view a report, select the start and end dates for the report to view and select Create Report. Co-Browse Live Help Administration: There are 5 sections of the report: 1. Overall Usage Provides the number of Co-Browse Live Help sessions that were initiated 2. Average Session Length Time Provides the average amount of time in minutes/seconds that financial institution Agents spent within a Co-Browse Live Help session with an End User 3. Daily Usage Provides the number of Co-Browse Live Help sessions that were held on specific dates Business Banking Co-Browse Live Help User Guide v1.0 10

14 4. Account Usage Provides the number sessions held by specific login IDs helping to track individual agent usage 5. Visited URL Counts Provides the number of times each URL or web page was visited during a Co-Browse Live Help session. This helps to analyze where your end users are having the most problems and receiving the most training to help understand where more user education might be needed. You can run as many reports as you like for specific days, months or even years to manage and track the usage of Co-Browse Live Help. Co-Browse Live Help Session Report: Security Information The following lists the security features for Co-Browse Live Help: End to end 128-bit SSL encryption is used to maintain Business Banking session security and hosted within Digital Insight's world class data center for added security. Business Banking Co-Browse Live Help User Guide v1.0 11

15 Because the agent and the end user are only seeing the shared browser session, the agent cannot see anything outside the Co-Browse Live Help session, so the end user s privacy is protected. Agents cannot see the end user s desktop or any applications. If additional browser windows are opened by either Co-Browse Live Help participant, only that individual has access to these separate browser windows. Only the shared browser is accessible to the agent. Agents are restricted from paying bills, setting up payees, scheduling transfers, submitting Secure Forms, and submitting changes via User Options. However, the end user can complete those actions while the agent is Co-Browsing. Financial institution agents will not see passwords entered by end users. If the end user or the Agent closes the Co-Browse Live Help window, the Co-Browse Live Help session stops and will have to be re-initiated by the Agent to continue. Each Co-Browse Live Help session is limited to 2 users viewing the session at a time so there is no chance that a third party can view a Co-Browse Live Help session. Supported Browsers Microsoft Internet Explorer 5.0 and above Macintosh computers/browsers, Netscape browsers, and Firefox browsers are not supported. Supported Bandwidth Co-Browse Live Help works well with telephone modem connections. High-speed connections would provide an optimal experience. Special Provisions Co-Browse supports most pages with JavaScript. However, web pages with complicated JavaScript code have to be "adjusted" manually in the Co-Browse Live Help server to ensure compatibility. Co-Browse Live Help does not synchronize user activity in plug-in programs, such as Java applets or Shockwave programs. Web pages that are not framed, or that employ "frame-breaking" code to ensure that the page stays on top, will need adjustments in the Co-Browse Live Help server for compatibility. Certain Business Banking javascript is not perfectly rendered on each user s Co-Browse Live Help session such as the pop-up calendar for scheduling Bill Payments or Transfers. The functionality works but due to the nature of the pop-up both users do not see the pop-up concurrently. Once a date is selected both browsers are updated with the entry of the user. Additional Co-Browse Live Help Tips Pop-up blockers should be turned off when using Co-Browse Live Help. Pop-up windows within Co-Browse Live Help must be closed by the Agent and the end user separately. Business Banking Co-Browse Live Help User Guide v1.0 12

16 Business Banking pop-up windows containing browser text can not be viewed within the Co- Browse Live Help session. (e.g. required fields message). Use the Refresh button in the Co-Browse Live Help Control Panel to resync a session if the end user and Agent are on different pages within the session. Similar to Business Banking, the Forward/Back buttons should not be used while in a Co- Browse Live Help session. Business Banking Co-Browse Live Help User Guide v1.0 13