Glance Agent Video

Glance offers a variety of video options with within the Glance Visual Engagement Platform in which a customer can see an agent. Personalizing the conversation with video enables your agents to build trust, confidence, credibility, and rapport.

Glance offers:

Multi-Participant Video Features

  • A responsive UI that supports both desktop and mobile screen formats
  • Multi-participant Video (up to 10 participants)
  • Ability to add additional guest participants
  • Accessible UI (conforms to the WCAG 2.1 AA standard)
  • Standard cobrowse features such as PDF/XLS document viewing, masking, gesturing, and remote control
  • Salesforce Integration (beta): agents can instantly join video sessions using 1-Click Connect The cobrowse toolbar.
  • Background Effects: blur, color fill, or image fill agent video backgrounds.

More information on multi-participant video is in this section here.

1-Way Agent Video

Glance 1-Way Agent Video includes specific system requirements for both an agent and visitor (customer, prospect) to employ the video service.

NOTE: Starting with Glance Cobrowse version 4.5, an agent who has connected to a cobrowse session in Google Chrome may now start Agent Video, as described below. Formerly, Agent Video always required connecting with the Glance desktop client.

Agent Video Features

Glance Agent Video features include the following:

  • Leverages onboard or external cameras.
  • Cloud-based
  • Scalable
  • No proxies on onsite installs
  • Supports Windows and Mac browsers
  • Can embed in any app
  • Background Effects: blur, color fill, or image fill agent video backgrounds

Cobrowse Agent Video in Browser

Starting with Glance Cobrowse version 4.5, an agent who has connected to a cobrowse session in Google Chrome may now start Agent Video. Formerly, Agent Video always required connecting with the Glance desktop client.

Requirements

To use Agent Video, the following are required:

  • The Glance Group account must be set to use Cobrowse version 4.5 or above, or if self-hosting scripts, then version 4.5 must be used.
  • The agent must have a subscription plan that allows video.
  • The setting Add one way video during screenshare or cobrowse sessions must be enabled in My Account > Settings.
  • If User Roles are in use, the Role must have Use Agent Video during sessions enabled.
  • The agent must have a webcam attached to their computer.
  • The agent must use Chrome to connect to the cobrowse session, only the Chrome browser supports the required functionality at this time.
  • The agent must connect securely with https: (some customers with http only websites may require agents on http, this is not recommended in general).

Video Background Effects

Starting in Cobrowse version 5.1, administrators can choose background effects for agents during the session for Cobrowse and Mobile SDK sessions.

Enabling Background Effects

To enable this feature, select the following settings depending on which experience you want agents to have.

See the System Requirements page for details on what is required to use background effects. If agents have issues with video during the session, see the troubleshooting section.

From Manage Your Account > Settings > scroll to the Agent Background Effects section. Select Enable background effects for agents during video sessions. Then make additional selections based on what experience you want agents to have.

  1. Under Agent Background Effect, choose the agent video background experience:

    1. Blur: blurs the agent’s background.
    2. Image Fill: Choose an image (like company logo) to display behind the agent. You can upload up to five files at a time.
      1. Select the file you want to use for the background replacement > Add New File.
      2. We recommend using an image that is 1280 x 720 pixels.
      3. Minimum Supported File Size: 640 x 360
      4. Maximum Supported File Size: 1280 x 720
      5. Supported File Types: JPEG, PNG.
      6. There is a total file size limit of 1MB.
    3. Color Fill: Choose a color to display behind the agent. 7. Select the color you want to use from the color picker, or enter the hex value.
  2. Agent Background Effects Button: Choose if you want to enable a button for the agent to toggle background effect on/off.

  3. Visitor/Guest Background Effects Button: Choose if you want to enable a button for the visitor to toggle background blur on/off.

  4. Insufficient Hardware Behavior: Choose which experience you want if there is insufficient hardware for agents to use background effects: If Agent has insufficient hardware: Show no video, or show video with no background effect.

  5. Click Save.

During the session, if the toggle button is selected, agents can turn their background effects on or off during the course of the session from the gear icon > Video Background Effects.

The toggle button.

Usage

The g icon is available from the left side of the agent control bar. This menu has commands including requesting remote control. Not all accounts are configured to see this menu. The cobrowse toolbar.

If you meet the requirements listed above, the agent control bar contains the video button.

To use agent video:

  1. Click the video button on the agent control bar.
  2. The first time you use video, Chrome presents a warning. Click Allow.
  3. When agent video is active, the video button glows white.

Integration

When connecting to Cobrowse from Salesforce using Glance for Salesforce, if the agent has the Glance – AgentVideo Custom Permission then video will automatically start.

Other Agent software integrations can connect to Cobrowse with a URL like:

https://www.glance.net/agentjoin/AgentView.aspx?sessionkey=<key>&agentvideo=1

The agentvideo=1 parameter will attempt to automatically start agent video. If using the agentjoin URL returned by the LookupPartnerSession API, add the agentvideo=1 parameter to that URL.

Troubleshooting Agent Video

  • If the video button does not appear, double-check the requirements above.
  • Confirm that the camera is not already being used by another application.
  • Confirm that the Glance web page has been granted access to the camera.
  • When video first starts, you will see a permission dialogue like this one pop up. Click "Allow": The allow dialog.
  • If you see a camera icon with a red "X" in the upper right corner of the window, click on it and then click "Always allow..." and then "Done". The accept dialog .
  • Confirm that the browser can access the camera.
    • You can do this by navigating to this test webpage.
    • This is a third party simple WebRTC diagnostic page. You should be able to click "Open camera" and see images from your camera displayed on the page.
    • If this doesn't work, please contact your IT department to troubleshoot the problem with your webcam.
  • Open the browser development tools to the Console tab, often a message or error will be shown. There is additional logging to the console for various events.

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