This section provides information about the session support timeline. It details the tasks performed by your Support Agent during the set-up and start of your session. We will cover the comprehensive assistance provided by support agents to respondents, including courtesy calls for lateness, sending reminders, and technical issues, managing vendors, participants, reminders, and documentation. Support agents join each session 20-30 minutes before the scheduled start time and ensure the session begins smoothly.
Session Support Timeline
Our agents support our platform. We provide courtesy calls to respondents who are late or to provide help to respondents having technical issues joining the platform. Support agents are managing all vendors, participants, reminders, documentation, and inquiries before the session even begins. We are working hard to join your respondents to the live meeting room and have them tech checked so that the session starts at the scheduled time.
Support joins each session 20-30 minutes before the scheduled start time, depending on the type of session. Support will start the recording at the scheduled start time, and will be available via the Help Button once they are satisfied the session is successfully underway.
IDI session support timeline:
Dyads, Triads, and bigger groups session support timeline:
* Please note that we require at least 24 business hours notice to assign a support agent to sessions.