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ssmolkin
Posts:1
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| 05/22/2007 2:10 PM |
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I'd like to be able to run a report for a given time period which only shows WebEx sessions conducted with customers (i.e., not showing internal-only team meetings).
Ideally, it would show, for each salesperson or customer service representative, the number of customer WebEx sessions they held during the time period, and would rank these folks from high to low (i.e., the person doing the most customer WebExes would be at the top of the report).
The business purpose is to see whether we are getting the behavior change to using WebEx - who has made the switch (earlier adopters/champions) and who hasn't.
Getting this report has proven difficult. All WebEx seems to provide is a CSV export of ALL WebEx sessions, with no way to easily cull out the internal-only sessions, and no way to consolidate the customer sessions by salesperson and then do the ranking.
A suggestion was made to set up a data field which captures, at the time the invitation is created, whether the session is internal or external. But, I'm told this would not work for one-click sessions. This is a serious limitation, given that we are coaching our Reps to use One Click, so they can do ad hoc sessions with customers.
If anyone has any thoughts on how to produce the report, I'd be grateful for your reply. Thanks. |
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jchawla
Posts:16
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| 05/23/2007 5:09 PM |
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Very interesting question.
Let's first talk about what can be done now and then the roadmap that will provide a better solution.
To figure out the # of sessions by technician, you can run the report called 'CSR Activity'. This report is available under Site Admin at Site Settings-Remote Support-Reports. This reports gives you # of support sessions by technician for selected time period. You can sort on the '# of sessions' column to see your top users on top.
As for internal v/s external meeting, their is no easy way to do this. You will have to export the data to Excel and do filtering and pivot table. However, from business perspective, to measure adoption, it might not be very important as internal or external meeting are equally important to measure adoption.
In future, we plan to build a widget in Connect dashboard that will give you the top x and bottom y users on the fly...without having to run the report.
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