Glance Video

Glance Video humanizes digital interactions by providing the ability for agents to participate and lead a web-based, multi-participant video session with a primary cobrowse visitor. By enabling agents, visitors, and participants to visually interact face-to-face, Glance Enterprise customers improve key business metrics such as: CSAT, NPS, lead conversion, add something here about churnand sales close rates. A few key benefits:

• Build, grow, and facilitate material relationships that rival in-person experiences
• Built into pre-existing workflows – start calls with video and quickly escalate into cobrowse with video
• Embeds directly into your website or mobile site, ensuring a consistent experience
• Seamlessly connects into your existing CRM, telephony, and chat technology

To enable this feature, Contact Glance.

Glance 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 assist
• Salesforce Integration (beta): agents can instantly join video sessions using 1-Click Connect

Display

• N-way Video Large (up to 10 participants)

  • First 9 display in grid
  • 10+ see preview - but do not enter grid
  • If one person in the initial 9 leaves the grid - then the 10th enters the grid for display (and so on)

• N-way Video Small (display up to 4 participants with scrolling)

  • All participants are shown in turn on the 'filmstrip' UI.

Browser and Device Support

Glance Video is supported on a variety of devices, browsers, and operating systems, depending on the type of user in the session.

Visitors and Guests

OS/Device	Browsers
Windows, version 8.1 and later	Chrome, Edge
Mac, latest and previous version	Chrome, Safari
iPad & iPhone, iOS version 13 and later	Safari
Android, OS version 10 and later	Chrome

Agents

OS/Device	Browser
Windows, version 8.1 and later	Chrome
Mac, latest and previous version	Chrome

Bandwidth Requirements

Glance Video will require different amounts of bandwidth depending on a number of factors, with the most important being:

• Whether or not the viewing is happening in large or small video
• The number of participants in the session
• How well the frame will compress

Large video, per participant, starts at 640 x 360 resolution with 24 frames per second. Small video starts at 320 x 180 at 20 frames per second per participant.

The grid below shows expected bandwidth usage per video stream for high quality video:

Grid Type	Active	Inactive
Large Grid	1.6 Mbps	400 kbps
Small Grid	400 kbps	50 kbps

For example, a visitor and agent in a two person large video session would each use 3.2 Mbps of bandwidth.

In situations of low bandwidth, Glance will automatically reduce the frame rate and the resolution.