Why does the end-user Cobrowse session not end immediately when the agent disconnects?
When the Cobrowse agent disconnects from a Cobrowse session, the end-user's browser showing the session ID does not immediately indicate the session was ended by the agent.
By default, a Cobrowse session will remain active on the end-user's side for 3 minutes after an agent disconnects. This time allows for the Cobrowse session to be seamlessly transferred to another agent in cases where additional assistance is needed. If a new agent does not connect to the Cobrowse session within the 3 minute window, the session will be terminated on the end-user's side.
Cobrowse can be configured to terminate the session on the end-user's side as soon as the agent disconnects. To enable this feature, follow the steps below:
- Login to your Cobrowse Administrator account at my.livelook.com
- From the left side menu, go to Products > Cobrowse > Configuration
- Click on the 'Optional Configuration' link to expand the options
- Check the box for 'Immediate session termination on Agent disconnect' and then click 'Save'
For additional information on Cobrowse, please refer to Documentation for Oracle Cobrowse.