Cisco Cisco WebEx Support Center WBS29.11 Guida Utente
Chapter 2: Manage a Support Session
11
Attend to multiple customers in a single support
session
session
You can attend to multiple customers in a single support session, or in multiple
support sessions. The option to manage multiple remote sessions is determined by
your site and your site privileges. The maximum number of customers you can assist
simultaneously is set by your system administrator.
support sessions. The option to manage multiple remote sessions is determined by
your site and your site privileges. The maximum number of customers you can assist
simultaneously is set by your system administrator.
1
If you are managing a single support session:
All customers are listed in the Participants panel. To assist one, simply select their
name.
name.
If you or a customer shares a desktop or application, all participants in the
support session can view the shared software.
Once you switch to a different customer, all current sharing activities end
automatically. For example, if you are sharing your application or desktop, or
automatically. For example, if you are sharing your application or desktop, or
viewing a customer's application or desktop, the sharing window
automatically closes.
automatically closes.
2
If you are managing multiple remote sessions:
Each customer is displayed in a separate session tab. Select a tab to assist a
customer.
customer.
Assist another support representative
If you have a user account on a Support Center website, you can assist another
customer support representative in an in-progress support session to:
customer support representative in an in-progress support session to:
Observe application and desktop sharing
Participate in a chat
View video that the support representative is sending
Take control of the support session if the support representative passes control to
you
you
Become the primary support representative if the current primary support
representative transfers the session to you.
representative transfers the session to you.
You can join a support session as an assistant from:
An invitation email message, if the support representative sent you an invitation