Video Session Details View

How to Get There

1. Select VIDEO SESSIONS from the side menu.
2. Click on a video session from the list to open its details view.

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Introduction

The Video Session Details View provides comprehensive information about a specific video session. Employees can review session details, manage visibility settings, view linked tickets, and communicate with code users by starting or reopening video sessions.

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Key Sections of the Video Session Details View

Video Session Visibility

• Internal: Only employees can see the video session.
  • Use Case: This setting is ideal when video sessions need to be hidden from code users at a later point in time. For example, in cases where the device is shared among multiple users, and confidentiality is required for individual sessions (e.g., hotel room).
• Public: Both employees and code users can see the video session.

How to Change Visibility:

1. Click EDIT in the top-right corner.
2. Select the desired visibility status.
3. Click SAVE to apply changes.

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General Tab

The General Tab displays all essential information about the video session, such as:

• Creation details.
• Participants.
• Session status.
• Any screenshots or recordings made during the video session.

This tab serves as the primary reference point for session-related details and helps ensure all relevant data is easily accessible.

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Employees Tab

The Employees Tab provides a list of all employees involved in the session. It includes details such as:

• Employees who received a request.
• Employees currently responsible for the session.

Administrator/Moderator Actions:

• Assign yourself as responsible for the session directly from this tab.

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Linked Tickets Tab

The Linked Tickets Tab enables employees to manage tickets associated with the video session. By linking video sessions to related tickets, it helps build a comprehensive digital service history for the device, making it easier to understand and review service cases later.

Key Features:

• View Linked Tickets: Select any ticket from the list to open it.
• Create New Tickets: Generate new tickets directly from this tab.
• Link Additional Tickets: Add tickets to the session as needed.
• Unlink Tickets: Remove existing links between tickets and the session.

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Good to Know

• Employees can only manage video sessions if they are assigned or responsible for the session.
• Linked tickets streamline service workflows by connecting relevant information and updates to the session.