Cisco Cisco WebEx Support Center WBS29.13 User Guide
Chapter 2: Manage a Support Session
9
Take notes during a support session
1
On the icon tray, or in the multi-session window, click Session.
2
On the session menu, choose Session Notes.
3
Type notes into the panel window and click Save.
As you end the session, you will be prompted to review and edit the session notes.
When the session ends, the notes are saved and become part of the Session Details
report.
When the session ends, the notes are saved and become part of the Session Details
report.
Invite a customer to a support session
You can invite one or more customers to a support session by
sending an invitation email message
instructing the customer to join from the website
sending an instant message with a join link
If you invite another customer to join the session, the original customer receives a
message that the other customer has joined the session. This topic describes how to
invite a customer to a session by using email.
message that the other customer has joined the session. This topic describes how to
invite a customer to a session by using email.
1
Do one of the following:
On the CSR dashboard, click the Tools tab, then click Invite.
On the icon tray, or in the multi-session window, click Invite.
The Invite dialog box, or panel, appears.
2
For Invite a, select Customer.
3
Type the email address of the recipient in the text box.
4
Optional. Make sure that Send using my own email program is checked. When
selected, this option:
selected, this option:
Enables the invitation to be sent by your own email program, rather than
being sent by Support Manager directly.
being sent by Support Manager directly.
Helps to prevent your invitation from being removed by the recipient's spam
filter.
Helps the recipient to receive the invitation more quickly.