Accesibility

Glance is committed to ensuring digital accessibility for individuals with disabilities. We are continuously working to improve the user experience for everyone by adhering to relevant accessibility standards.

The Glance Cobrowse platform includes a visitor-facing user interface that is fully customizable by our enterprise clients. Several leading financial services organizations have leveraged these customization capabilities to meet their specific accessibility compliance requirements.

To support these efforts, Glance has obtained a Voluntary Product Accessibility Template (VPAT) for our default Cobrowse visitor UI (version 5.0 and later). This assessment, conducted by the external accessibility firm TPGi, confirms conformance with WCAG 2.1 AA standards. For more details, please contact Glance.

Glance offers industry-leading accessibility features for the visitor Cobrowse experience, including:

Screen reader compatibility
Agent gesturing support for screen reader users
Full UI customization capabilities

Accessibility Features

Glance Cobrowse offers accessibility features for both visitors and agents.

Visitor-Side Accessibility

The Glance Cobrowse visitor interface is designed to support accessibility standards, including compatibility with screen readers and the use of built-in ARIA attributes.

Visitors can perform essential actions such as starting and ending sessions, as well as receive agent guidance through gesturing, features that are fully accessible to visually impaired users utilizing screen readers. By default, the agent code box is accessible, allowing agents to easily instruct visitors to read the session code to begin a Cobrowse session.

Screen reader gesturing enables agents to guide customers by clicking on page elements, which automatically triggers the visitor’s screen reader to read the selected element aloud.

This functionality ensures that agent guidance is clearly communicated and understood by the visitor. Additionally, the Cobrowse visitor interface can be customized to meet your corporate standards, including specific accessibility requirements.

A cobrowse session is started with a visitor who is visually impaired and uses a screen reader.
In the top-left corner of the agent view, click the Gear icon followed by the Visitor Accessibility slider. If you do not see this option, Contact Glance.
In the agent view, click an interface element.
The screen reader tool reads the clicked element out loud to the visually-impaired user.

Agent-Side Accessibility

To better support agents with disabilities, Glance Cobrowse includes built-in accessibility features on the agent side. Agents can navigate the Cobrowse interface using keyboard gestures, pressing Tab to move between interface elements, with screen reader support that reads each element aloud as it receives focus.

The Agent Viewer is fully accessible, offering keyboard operability, screen reader compatibility, and visible focus indicators. Agents with the setting Enable Agent Accessibility in their account can also use the keyboard to have page contents read aloud. Additionally, if a field is masked, the screen reader will notify the agent.

To enable agent accessibility:

Navigate to Account Management and select the setting Enable Agent Accessibility.
The agent can turn on agent-side accessibility by clicking the Gear icon followed by the Agent Accessibility slider on the agent viewer.

Using Agent-Side Accessibility

Agents can navigate the Cobrowse interface using standard keyboard gestures:

Press Tab to move through interface elements in the header.
Press Enter to open drop-down menus.
Press Esc to close open drop-down menus.

These shortcuts enhance usability for agents relying on keyboard navigation and screen readers.

Agent-Side Zoom

The agent can zoom in on the visitor’s screen by utilizing the zoom function.

Click the Gear icon followed by the Zoom Viewer slider on the agent viewer.

Guest Accessibility

Guests have the ability to zoom in while using the viewer by clicking the magnifying glass icon located in the top-right corner of the interface.