Customer Mirroring

This section describes the process to enter and exit customer mirroring

The Mirror Customer view mimics what the customer sees when they log in. This will be especially helpful when a customer has an issue on the portal and the admin needs to see what the customer sees.

Step 1: From the Customer Search results, the user clicks on the appropriate Customer Name. See Customer Search section for more details on retrieving the customer search results.

Step 2: Agent Dashboard screen is displayed


Step 3: The user selects Mirror Customer

Step 4: The user will now see the portal screens and navigation in the same manner as presented to the customer. The user is aware that they are in a mirror session by seeing the text in the top middle of the screen.

Step 5: The user selects End Session to return to the Customer Search