The Session Review feature in the Management Center enables managers to review all activity that occurred during support sessions, save recorded sessions locally on their computer, and even set up a unique passphrase for representatives and other managers to replay session recordings.
- Replay a Session Recording – Managers can review session chat transcripts and remote diagnostics, as well as replay recorded sessions for all representatives (company manager) or for those representatives assigned to the teams they manage (team managers). Representatives can review their own support sessions, including viewing session chat transcripts, remote diagnostics, and session recordings.
- Export a Session Recording – Managers can export session recordings to WMV format for all representatives (company manager) or for those representatives assigned to the teams they manage (team managers). Representatives can export session recordings only from the sessions they create.
- Set Up a Session Replay Passphrase – Managers can create a unique passphrase that is required to be used by representatives and other managers in order to replay session recordings.