Sometimes the best way to understand a problem that a customer is
encountering is to look at what the customer sees on a Web page. When you view
a customer's Web page, a new browser window displays on your screen. This
window displays a "snapshot" of the Web page the customer is
currently visiting. However, you will not be able to see:
Any information the customer has entered on the Web page. For example, if
the customer fills out a form, you see only a blank form when you view the
customer's Web page.
Changes the customer makes to the Web page while you are viewing it.
When the customer moves to another Web page.
Your view of the Web page might be slightly different from the
customer's view if:
The customer uses a different Web browser than you do.
You or the customer have personalized your browser settings. For example,
if a customer's browser is customized to display text in a larger size, the
customer sees less information on the screen than you do if you have accepted
the default text size for your browser.
There is personalized content in the Web page. For example, if the customer
has been presented with a product recommendation generated by a targeted
marketing campaign, you will not be able to see that product
recommendation.
You can view a customer's page during a session with the customer.
Click View Customer Page. A new browser window displays on your
screen.
If necessary, resize the new browser window so it does not obscure the chat
transcript area. See managing multiple customer care
windows for more advice about using multiple windows during a
session.
You can stop viewing the customer's Web page in one of three ways:
Click the X in the upper right corner of the window containing the
customer's Web page.
Choose File- Close in the window containing the
customer's Web page.
If you have minimized the window containing the customer's Web page,
you can right-click on the window in the task bar along the bottom of your
screen, and then choose Close.