Customer View is a feature that allows agents to see exactly what page the customer is on in real time.
Using Customer View
During any interaction with a website visitor (chat, voice, video, cobrowse), press the Customer View button:
You can now see the same page the website visitor is looking at!
Customer View can be quickly toggled on and off to understand website visitor behaviour at a glance.
Customer View doesn't require any permissions or downloads for the customer.
Customer View uses iFrame technology. While agents see which page the customer is on, agents CANNOT see any session data that relates to that customer. For example, if the customer has items in their shopping basket, agents cannot see this just from the Customer View feature. However, agents CAN see this information using cobrowsing or by passing through interaction data.
Some websites do not allow iFrames, in which case agents may not be able to see anything. The main reason for this is the inclusion of the
x-frame-options: sameorigin header. Unfortunately it is not possible to whitelist domains when using this header. Therefore, the
Content-Security-Policy with the
frame-ancestors option would need to be used in place of the
x-frame-options header. This can be typically configured on the webserver. An example would be:
Content-Security-Policy: frame-ancestors https://engage.talkative.uk https://ignite.mitel.com
Please note: The engage.talkative.uk domain will need to be used as a minimum. If Mitel Ignite is used as the primary agent console any domains/ips which are used to access Mitel Ignite will also need to be included as shown above.