Give your call center reps real-time visibility into the customer's onboarding journey and session milestones with the Session Activity panel. Call center reps can track customer progress like link delivery, Terms and Conditions acceptance, and device permission grants for camera, microphone, and location. Previously, these details were hidden behind secondary tabs or brief pop-up notifications, leaving call center reps unsure whether a customer was stuck or had declined access.
Where: This feature is available in Lightning Experience in Enterprise, Unlimited, and Developer editions with the Field Service managed package and Visual Remote Assistant installed.
How: When a session starts, the Session Activity panel opens as the default view on the right side of the VRA workspace. As a customer moves through the onboarding flow on their mobile browser, each milestone updates with live checkmarks and timestamps.