Full device screen share offers additional capabilities compared to regular in-app sharing. It enables agents to view and interact with the entire device interface, offering a complete picture of the user’s or device’s operating environment. This is required when troubleshooting complex issues spanning multiple applications or settings; which is impossible with limited in-app sharing.
When agents are restricted to viewing only a single application it can lead to incomplete troubleshooting and prolonged support sessions. Users may need help understanding issues that occur outside their app, resulting in miscommunication and unresolved problems. Common issues include misconfigured system settings, out-of-date software, e-sim troubles, and network issues. This renders remote or unattended device management and support impossible.
A comprehensive view of the device enables agents to identify and resolve issues quickly, across all applications and settings; reducing resolution times, minimizing user frustration, and ensuring no detail is overlooked. For remote device management, it provides the necessary tools to monitor and troubleshoot devices efficiently, leading to improved operational efficiency and reduced downtime.
