Overview
This brief guide will provide information on Platform Support Agent duties and timelines. Our Platform Support Agents support our platform. They provide courtesy calls to respondents who are late or provide help to respondents having technical issues joining the platform. Support agents are managing all vendors, participants, stimuli, documentation, and inquiries before the session even begins. We are working hard to get your respondents joined to the live meeting room and tech checked and get the session started at the scheduled time.
Support joins 30 minutes before the session start time, provide 10 minutes of monitoring for stability after session start time, and is then available via the help button once they are satisfied the session is successfully underway.
Snapshot of Session Support Timeline
Please note that we require at least 24 business hours notice to assign a support agent to sessions.