About Collaborating Technician Capabilities
This article gives guidance to Rescue technicians.
During a Collaboration Session, a Collaborating Technician can perform the following actions:
- Accept an invitation to take over the Lead Technician role
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Once the Lead role is accepted, the technician assumes all of the capabilities of a Lead Technician.
- Chat privately with Collaborating Technicians
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The customer will not see the communications. Collaborative chat is available even when chat with the customer is disabled at the Technician Group level.
- Leave the Collaboration Session
- The session does not end. Others will be able to continue to support the customer.
- Place a session on Hold, but only for himself
- Others will be able to continue to support the customer.
- The customer will not see the communications. Collaborative chat is available even when chat with the customer is disabled at the Technician Group level.
- Transfer the session
- Only available if this feature is enabled at the Technician Group level in the Administration Center.
- Only available if this feature is enabled at the Technician Group level in the Administration Center.
Restriction: A Collaborating Technician cannot receive files sent by a customer using the Applet Send File feature.
Article last updated: 27 September, 2022