Session Types

Webex Support gives people the ability to receive live assisted support from a support host.

  • Inbound sessions begin automatically when someone clicks a link on a web page and gets placed into your queue. You need Web-based Automatic Call Distribution (WebACD) installed on your support site to use this feature.

  • Outbound sessions happen when a Webex Support host starts the session and then invites the customer by phone, email, or instant message. Hosts send the customer the support session number and the website address for the support session.

Depending on your Webex site settings, you might be able to choose between single session mode (helping one person at a time) or multisession mode (helping multiple customers at once).

Console Options

You can view session and customer information, and perform tasks by enabling these options:

  • Customer Support Representative (CSR) Dashboard: This dashboard appears within your browser window and has a fixed set of tabs. To provide support to a customer, use the buttons on the tabs.

  • Compact icon tray: This browser-based tray takes up little desktop space and can be easily moved around your desktop.

  • Multisession window: This window provides all the tools you require to assist multiple customers at the same time.

Contact your site administrator if you want to switch from a compact icon tray to a CSR dashboard or multisession window.

CSR Dashboard Tools Tab

Option

Description

Invite

Invite your customer to join a session by phone, email, or instant message; or invite another support representative to join a session by email.

Chat

Open the Chat panel to send an instant chat message to a customer or another support representative.

Video

Open the Video panel to send live video to all participants in your support session. You need a supported video camera connected to your computer.

Transfer File

Choose an option for transferring files to or from your customer's computer.

  • File Transfer-Basic: Lets you publish one or more files in a window, from which the customer can download the files to their computer.

  • File Transfer-Advanced: Lets you browse the directory structure on the customer's computer and transfer files to or from that computer.

Audio

Use VoIP to speak with a customer or another person in a support session.

Notes

Take notes about the session. You can save the notes so they become part of the CSR Activity report.

CSR Dashboard Desktop Tab

Option.

Description

Request View

Sends a request to view your customer’s desktop. After your customer approves the request, the support host will see everything on their desktop.

Request Control

Sends a request to your customer to control their desktop. After your customer approves the request, the support host can control their computer.

Share View

Sends a request to your customer to show them your desktop. After the request is approved, a sharing window opens on your customer’s computer showing your desktop.

Share Control

Sends a request to let your customer control your desktop. After your customer approves the request, the customer can control your computer.

CSR Dashboard Application Tab

Option

Description

Request View

Sends a request to view an application on your customer’s desktop. After the customer approves the request, your customer chooses what application you see.

Request Control

Sends a request to control an application on your customer’s desktop. After your customer approves the request, they choose what application you can control.

Share View

Sends a request to your customer so they can view an application on your desktop. After the request is approved, your customer sees the application that you want to share.

Share Control

Sends a request to your customer so they can view and control an application on your desktop. After the request is approved, your customer has full control of the application.

Co-browsing View

Automatically start viewing the window from where your customer requested the session, such as a browser window or email. If you end the cobrowsing session and need to cobrowse again, you can begin cobrowsing again.

Cobrowsing requires WebACD. See your site administrator for additional information.

Co-browsing Control

Automatically start controlling the window from which your customer requested the session, such as a browser window or email. If you end the cobrowsing session and need to cobrowse again, you can begin cobrowsing again.

Cobrowsing requires WebACD. See your site administrator for additional information.

CSR Dashboard Session Tab

Option

Description

Session Options

Choose a display mode for the applications that are shared between a customer and support host. Standard has better imaging quality, but slower performance. Screen Sampling has better performance, but lower imaging quality.

Record Session

Record your support session using the Webex Recorder.

This option is not available if your site administrator has turned on the Auto Record option for your account, which records all sessions automatically.

Transfer Control

Transfer control of your support session to another support host who then becomes the primary support representative.

Transfer Session

Transfer your support session to a WebACD agent or queue and leave the session.

This option is available only if you are a WebACD agent.

End Session

End the support session. If you have transferred control to another support representative, this option allows you to leave the session instead of ending it.

Set Up Support Manager Manually

Before you begin

You and your customer need to install Support Manager on your computers. Support Manager installs automatically the first time you either start or join a support session, unless your network policy restricts it.
1

Sign in to your Webex site and go to Webex Support.

2

Under Support, select Downloads > Support Manager for Windows.

Installation takes only a few moments, so you normally do not experience a delay in starting or joining a session.