Cisco CISCO WEBEX SUPPORT CENTER WBS30 User Guide
Chapter 9: Manage Information in My WebEx
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Support Center reports
This report contains support session information including session number, start and
end times, tracking codes, and any information that the customer provided on the
Pre- and Post-Session forms. If you are a manager, you can also generate reports for
all users and sessions which are assigned to you.
end times, tracking codes, and any information that the customer provided on the
Pre- and Post-Session forms. If you are a manager, you can also generate reports for
all users and sessions which are assigned to you.
Session Query tool: You can enter search criteria and display a list of sessions that
meet the search criteria you specify. The query returns the CSR name, customer
name and email address, session ID, request time, date, and start and end times.
meet the search criteria you specify. The query returns the CSR name, customer
name and email address, session ID, request time, date, and start and end times.
Call Volume report: Shows the number of successful and abandoned requests and
the minimum, average, and maximum wait and session times.
the minimum, average, and maximum wait and session times.
CSR Activity report: Shows the number of sessions and the minimum, maximum,
and average session time for each CSR.
and average session time for each CSR.
URL Referral report: Shows the URLs, the number of site visitors, and the number
attempted and successful support sessions.
attempted and successful support sessions.
Generating session data: The Query Tool
You can use the Query Tool to generate a report that contains the following support
session information:
session information:
Session ID
Session date, request, wait, start, and end times
Queue name
CSR name
Customer email address
To query session data:
1
Log in to your WebEx service Web site, and then click My WebEx.
2
Click My Reports.
The My Reports page appears.
3
Click Query Session Tool.
4
Specify appropriate date range criteria from the drop-down lists.
Note:
Only three months of report data is available.