Support Center: Session Roles

Document created by liwise on Jan 27, 2015Last modified by rruman on Jun 18, 2015
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From Cisco WebEx Support Center you can start and conduct support sessions and view recorded support sessions.

 

Support Session Roles

Multiple customers, and multiple customer support representatives, can engage in a support session simultaneously. Each participant has a different role.

Customer Support Representative:

  • Starts support session.
  • Invites customer to a support session.
  • Invites additional CSR to support session.
  • Transfers control of a support session.
  • Transfers files to or from customer’s computer.
  • Ends a support session.

Customer Support Representative Assistant:

  • Assists in support session.
  • Observes application or desktop sharing.
  • Participates in a chat.
  • Assumes control of the session, if transferred.

Primary Customer:

  • Shares an application or desktop.
  • Participates in chat.
  • Views CSR’s video (if shared).
  • Shares video (optional)

Secondary Customer:

  • Views customer and CSR interactions.
  • Observes application and desktop sharing.
  • Participates in chat.

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