During a Collaboration Session, the Lead Technician can perform
the following actions.
Hand-off Lead Technician status
This is only available for collaborating
technicians within your Rescue organization. External collaborating technicians
cannot become lead technician. In the example below, Chris Jones hands off
the Lead status to Sam Russel.
Cancel a hand-off
This is only available for collaborating
technicians within your Rescue organization. External collaborating technicians
cannot become lead technician.
In the example below, Chris Jones cancels handing off the Lead status to Sam
Russel.
Remove a Collaborating Technician from a session
Click the X next to a collaborating technician's name.
Change permissions
Click a collaborating technician's name to change
permissions.
Share their own screen with the customer
Only available if this feature is
enabled at the Technician Group level in the Administration Center.
Invite additional technicians
The lead technician can invite additional internal or external
technicians, depending on permissions set in the Administration Center.
Enable/Disable Chat
Only available if this feature is
enabled at the Technician Group level in the Administration Center.
Chat privately with Collaborating Technicians
The customer will not see the
communications. Collaborative chat is available even when chat with the
customer is disabled at the Technician Group level.
Place the session on hold
When the lead technician places the session on hold, the session
goes on hold for all participants.
Only available if this feature is
enabled at the Technician Group level in the Administration Center.