Business Banking
Co-Browse Live Help
User Guide
Effective Date: September 2007
Version 1.0
Digital Insight Confidential
The information contained in this publication is the property of Digital Insight. Except as specifically
authorized in writing by Digital Insight, the holder of this document shall keep the information contained
herein confidential and shall protect same in whole or in part from disclosure and dissemination to third
parties and use same for evaluation and operational purposes only. The information herein is subject to
change without notice. Digital Insight reserves the right to make changes in software design or
components as progress in software engineering and design warrant.
Table of Contents
Overview ................................................................................................................................... 1
Limitations................................................................................................................................ 1
Starting a Co-Browse Live Help Session .............................................................................. 2
Agent Session Initiation .......................................................................................................... 2
End User Session Initiation .................................................................................................... 4
Using Shared Pointer .............................................................................................................. 6
Filling Out Forms Together .................................................................................................... 7
Ending a Co-Browse Session................................................................................................. 7
Agent Privileges ...................................................................................................................... 8
Feature Not Certified Message ............................................................................................... 8
Reporting and Agent Account Management ........................................................................ 8
Security Information .............................................................................................................. 11
Supported Browsers ............................................................................................................. 12
Supported Bandwidth ........................................................................................................... 12
Special Provisions ................................................................................................................. 12
Additional Co-Browse Live Help Tips ................................................................................. 12
i
Overview
Co-Browse Live Help provides the ability for a financial institution customer service agent to see what an
end user sees within a shared browser window. This service helps to troubleshoot issues and train end
users on how to use Business Banking. If an end user is having trouble within Business Banking, they
can request a Co-Browse Live Help session and call a financial institution customer service agent who
initiates a Co-Browse session with the end user.
The session is secured using end to end 128-bit SSL encryption.
Digital Insight has partnered with the third party vendor PageShare Technologies to provide Co-Browse
Live Help. This browser based technology does not require any software download to share a browser
between an agent and the end user.
Each Co-Browse Live Help session consists of an agent who initiated the session in response to a user
request, and an end user who joins the session. The financial institution can determine the number of
“seats” they purchase which is equivalent to the number of agents that they can have online at any time
hosting Co-Browse sessions. Each “seat” is assigned its own unique User ID and password provided by
Digital Insight.
Limitations
To ensure that an agent never sees more than the end user intends for them to see, a Co-Browse Live
Help session is limited to a special browser window that is clearly labeled “Co-Browse Live Help” and
looks different than the end user’s typical browser window. The FI Agent will be limited to the “Pointer”
function only and cannot enter data on the end user’s screen. In addition, only this shared window is seen
by the agent, so if the end user has multiple browsers open on their computer, the agent will only see the
Co-Browse Live Help window. In addition, agents can never see non-browser applications and have no
access to a user’s other applications or computer settings.
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Starting a Co-Browse Live Help Session
The end user requests the Co-Browse Live Help session by selecting the “Live Help” button within
Business Banking.
The Session Initiation Pop-up Window is presented. All Co-Browse Live Help sessions begin with the
end user requesting a session and the agent initiating that session and then joining the end user within
Business Banking.
End User Session Initiation Pop-Up Window:
The end user contacts the financial institution by calling the telephone number provided within the
Session Initiation Pop-up Window. The content of this pop-up window is customized for each specific
financial institution to reflect their hours and contact numbers.
Agent Session Initiation
The Customer Service Agent opens a browser and navigates to the Agent login page and completes the
logon process. This URL is setup during the implementation process and will be given to the financial
institution as a part of the implementation process along with your Account IDs and Password(s).
Agent Start Page:
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The financial institution customer service agent enters the following information in the Co-Browse Agent
Start Page:

Account ID (provided by Digital Insight during Implementation)

Account Password (provided by Digital Insight during Implementation)

Co-Browse Session ID (any alpha/numeric combination created by the FI Agent; casesensitive).
Note: Typically agents will use the client’s last name as the Session ID for tracking purposes
and to ensure that no two agents are using the same Session ID concurrently. If two agents
attempt to use the same Session ID at the same time (e.g. test, smith, FI name) the CoBrowse Live Help session will not initiate for both agents as every active session has to have
a unique Session ID.
When the FI Agent clicks the “Create Session” button from the Co-Browse Agent Start Page, the following
message appears:
Agent Co-Browse Session Loading:
Once the session has loaded, the following message is displayed to the Agent until the end user joins the
session:
Agent Session Pending:
Session Pending
The client has not yet joined the session. As soon as he or she joins, you will be directed to the selected
website (URL) and the Co-Browse Live Help Session can begin.
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The financial institution Agent then provides the session ID to the end user. The end user enters the
session ID (case-sensitive) and clicks the “Join” button in the Session Initiation Pop-up Window.
End User Session Initiation
The End user clicks on the Co-Browse Live Help link within Business Banking.
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When the end user clicks on the Co-Browse Live Help, link pop-up window below appears:
End User Session Initiation Pop-up:
The end user then enters the Session ID provided by the Agent to begin the Co-Browse session.
End User Co-Browse Session Loading:
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The FI agent and the end user will be linked via secure end-to-end 128-bit SSL encryption in a CoBrowse session.
End User / Agent Connection:
AGENT BROWSER VIEW
CLIENT BROWSER VIEW
Both the Agent and end user have the ability to take control of the session and invoke the shared pointer.
Only the end user may scroll to a different area of the page, complete forms, and/or navigate to a different
page. To quit the Co-Browse Live Help session, either the end user or the financial institution Agent can
click the “Quit” button in the Co-Browse Live Help tool bar. Only the Agent has the option to enter a
specific URL and navigate away from the Business Banking session, to ensure that the End user does
not navigate away and share any confidential information with the Agent.
Similar to Business Banking, the use of the <Back/Forward> buttons in the Co-Browse Live Help tool bar
is not recommended. If at anytime the agent and end user become out of sync (on different pages) within
the Co-Browse Live Help session, it can be resolved by clicking the “Refresh” button in the Co-Browse
Live Help tool bar.
Using Shared Pointer
When the Co-Browse Live Help session has started, place the cursor on the text, form field, radio
button, check box, or orange arrow on the webpage and right-click the mouse button to activate
the large red shared pointer . This will activate the shared pointer to the area of focus. If the
focus of the pointer is above or below the web browser fold line for the agent or user, the window
will automatically scroll up/down to the area of focus of the pointer.
Because the Co-Browse session cannot control screen resolutions on the end user’s PC the agent may
be presented with more or less information in their version of the shared browser. For example if the end
user’s PC is set to a screen resolution of 640x480 and the agent is using 800x600 the agent will see more
within their current view of the browser than the end user. In addition the end user and agent can scroll
up or down their shared browser independently. To force the end user to scroll up and down the browser
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window and ensure that they are seeing what the agent sees invoke the shared pointer which will bring
the other participant to a specific area on the page. Using the scroll bar does not cause the other user’s
session to scroll. To turn the pointer off, click the icon on the top of the browser Co-Browse tool bar that
looks like a pointer with a slash through it. To bring it back, right click on any area of the webpage except
white space.
Co-Browse Live Help Session:
AGENT VIEW
END USER VIEW
Filling Out Forms Together
Only the end user has the ability to fill out forms within the shared browser. When information is entered
into form fields, the characters will be filled as the information is entered into the field; the field will be
highlighted yellow in order to bring attention to the form field; and if the field is above or below the
browser window fold line for the agent or user, the window will automatically scroll up/down to the form
field where the information is being entered.
Ending a Co-Browse Session
Either the end user or the agent can end a Co-Browse session at any time. To end a session simply
close the browser window, or click the “Quit” link on the shared browser tool bar. The other party in the
Co-Browse Live Help session is alerted that the session has been terminated.
Session ended message:
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Agent Privileges
For increased security Co-Browse Live Help agents are not permitted to perform transfers, schedule
recurring transfers, perform bill payments, add payees, or submit secure forms. If an agent attempts to
access a feature that is restricted, they receive a message that indicates the agent is unable to complete
the transaction. End users can click on any button within the Co-Browse Live Help session to complete a
transaction, and agents can follow along. Agents are restricted from completing the transaction without
the user initiating the transaction.
Agent cannot perform transaction message:
The agent’s Co-Browse Live Help session window includes an address bar on the top of the page, so that
the agent can navigate away from Business Banking and bring the end user to a non-Business Banking
website. The end user’s Co-Browse Live Help session does not include an address bar, so the end user
cannot navigate to any website. This is a security provision so that the end user does not mistake the
Co-Browse Live Help session for their standard browser and navigate to another non-Business Banking
site while the agent follows along. The agent has the capability to go to a non-Business Banking site so
that they can go to the financial institutions website or anywhere on the web to provide support
information to the end user.
Feature Not Certified Message
Co-Browse Live Help is certified for use with Business Banking. Third Party features within Business
Banking are not available for use with Co-Browse Live Help. If a non-certified feature within Business
Banking is accessed within the Co-Browse Live Help session, a message will be displayed to the user.
The message notifies the user that the feature is not available for use with Co-Browse Live Help.
Feature Not Certified Message:
Reporting and Agent Account Management
With your implementation you will receive a master account login to access the reports and agent account
management screens. Use this specific login to access your reports. From the same login page, click on
the link “Go to Co-Browse Administration Area”.
Co-Browse Live Help Agent Start Page:
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Enter the Administrator account information:
Co-Browse Live Help Administration Area:
Once logged in there will be two options:

Account List
Provides a list of financial institution account ID’s and Passwords and the ability to change the
Administrator or “Manager” account passwords.
Note: If a specific financial institution Agent password needs to be reset, contact Digital Insight
Customer Service. Only the Manager password can be changed online.

Session Log Reports:
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Provides the ability to track the usage of Co-Browse Live Help session
Co-Browse Live Help Administration:
To view a report, select the start and end dates for the report to view and select “Create Report”.
Co-Browse Live Help Administration:
There are 5 sections of the report:
1. Overall Usage
Provides the number of Co-Browse Live Help sessions that were initiated
2. Average Session Length Time
Provides the average amount of time in minutes/seconds that financial institution Agents spent
within a Co-Browse Live Help session with an End User
3. Daily Usage
Provides the number of Co-Browse Live Help sessions that were held on specific dates
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4. Account Usage
Provides the number sessions held by specific login IDs helping to track individual agent usage
5. Visited URL Counts
Provides the number of times each URL or web page was visited during a Co-Browse Live Help
session. This helps to analyze where your end users are having the most problems and receiving
the most training to help understand where more user education might be needed.
You can run as many reports as you like for specific days, months or even years to manage and track the
usage of Co-Browse Live Help.
Co-Browse Live Help Session Report:
Security Information
The following lists the security features for Co-Browse Live Help:

End to end 128-bit SSL encryption is used to maintain Business Banking session security and
hosted within Digital Insight's world class data center for added security.
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
Because the agent and the end user are only seeing the shared browser session, the agent
cannot see anything outside the Co-Browse Live Help session, so the end user’s privacy is
protected. Agents cannot see the end user’s desktop or any applications.

If additional browser windows are opened by either Co-Browse Live Help participant, only that
individual has access to these separate browser windows. Only the shared browser is accessible
to the agent.

Agents are restricted from paying bills, setting up payees, scheduling transfers, submitting Secure
Forms, and submitting changes via User Options. However, the end user can complete those
actions while the agent is Co-Browsing.

Financial institution agents will not see passwords entered by end users.

If the end user or the Agent closes the Co-Browse Live Help window, the Co-Browse Live Help
session stops and will have to be re-initiated by the Agent to continue.

Each Co-Browse Live Help session is limited to 2 users viewing the session at a time so there is
no chance that a third party can view a Co-Browse Live Help session.
Supported Browsers

Microsoft Internet Explorer 5.0 and above
Macintosh computers/browsers, Netscape browsers, and Firefox browsers are not supported.
Supported Bandwidth
Co-Browse Live Help works well with telephone modem connections. High-speed connections would
provide an optimal experience.
Special Provisions
Co-Browse supports most pages with JavaScript. However, web pages with complicated JavaScript code
have to be "adjusted" manually in the Co-Browse Live Help server to ensure compatibility. Co-Browse
Live Help does not synchronize user activity in plug-in programs, such as Java applets or Shockwave
programs. Web pages that are not framed, or that employ "frame-breaking" code to ensure that the page
stays on top, will need adjustments in the Co-Browse Live Help server for compatibility. Certain
Business Banking javascript is not perfectly rendered on each user’s Co-Browse Live Help session such
as the pop-up calendar for scheduling Bill Payments or Transfers. The functionality works but due to the
nature of the pop-up both users do not see the pop-up concurrently. Once a date is selected both
browsers are updated with the entry of the user.
Additional Co-Browse Live Help Tips

Pop-up blockers should be turned off when using Co-Browse Live Help.

Pop-up windows within Co-Browse Live Help must be closed by the Agent and the end user
separately.
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
Business Banking pop-up windows containing browser text can not be viewed within the CoBrowse Live Help session. (e.g. required fields message).

Use the Refresh button in the Co-Browse Live Help Control Panel to “resync” a session if the
end user and Agent are on different pages within the session.

Similar to Business Banking, the Forward/Back buttons should not be used while in a CoBrowse Live Help session.
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