Get Started with Cisco Webex Support
A Webex support session can be initiated by either the customer or the agent.
Session Types
A Webex Support host is able to assist people in receiving live assistance over the Internet while the person is connected to Webex.
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Inbound sessions Whenever someone clicks on a link on your website and is redirected to your queue, the queue will automatically begin. The Web-based Automatic Call Distribution (WebACD) service needs to be installed on your support site in order to take advantage of this feature.
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Outbound sessions In Webex Support, when the host starts a session with the customer, a call, email, or instant message is sent to the customer to invite them to the session. Customer support session numbers are sent to the customer along with the website address associated with the support session.
You may be able to select between single session and multisession mode depending on the settings that have been configured for your Webex site. You can help one person at a time or assist multiple customers at once, depending on the setting you’ve selected.
Console Options
There are a number of options you can choose from that will enable you to view information about a session and customers, as well as execute tasks:
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Customer Support Representative (CSR) Dashboard: A dashboard such as this appears with a fixed set of tabs in your browser window, and is displayed within your browser window. The buttons on the tabs can be used in order to provide support to the customer.
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Compact icon tray: You can easily move around a browser-based tray on your desktop by dragging it around which takes up little desktop space.
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Multisession window: You will find all the tools necessary to assist multiple customers concurrently in this window, which provides all the tools you need.
In case you would like to switch over from a compact icon tray to a CSR dashboard or multisession window, you will need to contact the site administrator.
CSR Dashboard Tools Tab
| Option | Description |
|---|---|
| Invite | Organize an online session where your customer can join by phone, email, or instant message; or invite a support representative to join the session via email. |
| Chat | Contact a customer or another support agent immediately by opening the Chat panel. |
| Video | In your support session, you can send live video to all participants by opening the Video panel. If you wish to use a video camera with your computer, you must connect it to a supported one. |
| Transfer File | You can transfer files to and from the computer of your customer by selecting the appropriate option. File Transfer-Basic: The customer can download files from a window that displays one or more files. File Transfer-Advanced: Obtains access to the customer's computer's directory structure and allows you to transfer files. |
| Audio | If you are in need of customer service or other assistance, you can use VoIP. |
| Notes | During the session, take notes. As part of the CSR Activity Report, you can save the notes. |
CSR Dashboard Desktop Tab
| Option. | Description |
|---|---|
| Request View | Views your customer's desktop by sending a request. A support host will see everything on the customer's desktop after the request has been approved by the customer. |
| Request Control | Controls your customer's desktop by sending them a request. Your support host may control your customer's computer once they approve the request. |
| Share View | Your customer will be able to see your desktop when you send them a request. Your customer's computer will show your desktop after the request has been approved. |
| Share Control | You can request that your customer take control of your desktop by sending a request. You can give your customer control of your computer after your customer approves the request. |
CSR Dashboard Application Tab
| Option | Description |
|---|---|
| Request View | Views an application on the desktop of your customer. Your customer chooses which application you see after they approve the request. |
| Request Control | Sends an application control request to the customer's computer. The customer decides which application you can control after approving the request. |
| Share View | Provides your customer with access to your desktop application. You can share the application with your customer once the request has been approved. |
| Share Control | An application on your desktop can be viewed and controlled by your customer by sending them a request. When the customer approves the request, they will have full control over the application once it has been approved. |
| Co-browsing View | As soon as your customer requested the session, the window from which the session will be viewed automatically will be shown, for example, a browser window or an email. The cobrowsing session can be ended at any time by the cobrowser, but if you want to continue cobrowsing, you can do so. In order to use cobrowsing, WebACD must be installed. For additional information, please contact the administrator of your site. |
| Co-browsing Control | You will be able to automatically commence the session from the window that your customer used to request the session, such as their browser window or email window. In case you want to resume cobrowsing after the cobrowsing session has been ended, you may do so by restarting the cobrowsing session. WebACD is required for cobrowsing to work. Additional information can be found by contacting the administrator of your site. |
CSR Dashboard Session Tab
| Option | Description |
|---|---|
| Session Options | Choose the display mode that you would like to use for the shared applications between the customer and the support host. In terms of image quality, Standard has a better picture, but it is slower in terms of performance. The image quality is lower with screen sampling, but the performance is better. |
| Record Session | With the Webex Recorder, you can capture your support sessions and store them for later review. You will not be able to choose this option if your site administrator has enabled the Automatic Recording option, which will automatically record all sessions by your account whenever it is accessed. |
| Transfer Control | The support host will then take control of the session and become the primary support representative in charge of the support session. |
| Transfer Session | Then move your support session from your WebACD agent to a WebACD queue or agent. It is only available to WebACD agents if they are registered with WebACD. |
| End Session | This session of support will come to an end. The option below will allow you to leave the session instead of ending it, if you have given control to another representative in the support team. |
Set Up Support Manager Manually
Before you begin
Install Support Manager on your computers and those of your customers. Your network policy may restrict the installation of Support Manager when you start or join a support session for the first time.
- Go to Webex Support after logging in to your Webex site.
- Download the Windows Support Manager under Support > Downloads.
As installation only takes a few seconds, starting a session usually doesn’t take long.
Frequently Asked Questions
How do I contact Cisco Webex support?
Please feel free to reach out to me via TAC Connect Bot: https://tacconnect.cisco.com/ Webex: tac.connect@webex.bot.
How do I contact Webex support?
The Webex address is tac.connect@webex.bot.
Please log in if you are able to do so:
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The avatar image that appears on your profile can be clicked or tapped.
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Click on Help > Send Feedback to send your feedback.
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If you would like to open a support ticket, please fill out the form below.
All images and contents credit goes to help.webex.com