Support Center: Session Roles

Document created by liwise on Jan 27, 2015Last modified by rruman on Jun 18, 2015
Version 5Show Document
  • View in full screen mode

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.