Assistance

Assist process:

If the user wants to request an Assistance, he can contact his supervisor or another user and with his unique session ID, the cooperation partner is able to request the Assistance.
The user receives the Assistance request via control panel. Assist on hold is selected by default and the user is now able to select the assist mode for the Assistance.

Assistance request:

Default mode on start of a Assistance request is "Assist on hold".

The user is able to choose the mode for the Assistance:

• Assist Observe:
  In observe mode, the supervisor is able to see the screen of the user, but he can not interact with the application, just displaying his mouse pointer and name is possible.
• Assist Interact:
  In interact mode, the supervisor has full access to the application of the user.
• Assist on hold:
  In standby mode, the cooperation is active, but the supervisor is not able to see the screen of the application user.
• Close:
  Assistance will be closed. The user can continue working without Assistance.
  
  

Assistance application:

The supervisor has a chat field beneath the Assistance screen to communicate with the user via control panel.