Both the technician and the expert, can take and save screen shots and zoom in and out during the live video call, they can also share images, documents and video, there is a chat feature within the call for environments with high noise.
Each session is recorded and logged into the knowledge base, with comments from the technician and expert. The call logs are accessible to all teams. Managers can monitor trends, issues and analytics over time, technicians can refer to refresh or update their knowledge.