What went live?

Today the Rescue team is thrilled to announce that Live Lens and Live Guide session types are now available in the webtc! Customers will no longer need to login to separate consoles to initiate sessions and can do everything from within the WebTC - saving time and improving their overall workflow as they only need to access a single application to support users across multiple session types.

While the Live Guide and Live Lens sessions will still open the "old" view in a new browser, the Tech experience is still improved given that they do not need to have multiple consoles open.

With this update, Live Lens and Live guide are shown on the session initiation screen as available session types - share camera, and co-browse.  Please note: If you have not subscribed to Live Lens or Live Guide, the users will not see those choices.

Clicking either will open a new tab where the Technician can complete the session:

Use Case:

For those in a multi-level helpdesk - either external or internal, now you can support customers across multiple use cases from a single console. From L1 reps needing to co-browse on a website to fix an account issue or fill out forms, to L2 needing to support a physical device like a printer or router in a work from home environment. Now these sessions are accessible from the Rescue WebTC

Details & FAQ:

• Do I need to do anything to access the new session types?
  If you have purchased Rescue, Live Guide, and/or Live Lens you will automatically see the new session types in WebTC and do not need to take further action

• When starting a Live Lens/Guide session from within WebTC the "old" UI opens - are there plans to change this?
  This release marks the first step in the journey to unify Live Guide and Live Lens into the core Rescue product. In an upcoming phase of this project we will improve the UX so that it mirrors that of the webtc

What's next:

For Technicians:
Next we will improve the UX of the experience and fully embed Live Lens and Live guide  sessions within the WebTC
For customers who have only purchased Live Guide or Live Lens (single product) eventually they will only need to access the WebTC which will be the only web console available for Rescue. This single experience will unlock future upsell and cross-sell possibilities for customers with multiple use cases.
We will also evaluate the need for elevating from a Co-Browse to a standard Rescue session based on customer feedback, if you'd like to add your voice, let us know in the comments!

For Admins:
We will begin unification of the Live Guide/Lens admin center into the main Rescue admin center, simplifying administration and account setup for customers with multiple products. Stay tuned for details! If you are an Admin and interested in providing feedback, please let us know in the comments!