Web Tools

The Web Tools window serves as a dedicated area for housing API integrations, such as SalesForce, Google Search, or client-specific knowledge base tools.

Note: Please note that these tools may not be active across all programs.

Within the Web Tools window, you will find the Nuance Co-Browse functionality.

Co-Browse is a permission-based functionality that enables agents to efficiently assist customers in gaining access to the same screen. This capability helps solve complex issues with greater speed and accuracy.

Note: For more information, see Cobrowse.

To enhance visibility of the content, users have the option to expand the Web Tools window using the following methods:

• The Web Tools window includes an expand functionality located at the top right-hand corner. When used, this functionality automatically expands the view, providing a larger and more comprehensive display.

• The Engagement layout customization option enables you to adjust the Agent Desktop windows. The section borders can be expanded by clicking and dragging them, enabling users to expand sections when necessary.