There are times when users experience issues like:
Joining a meeting (e.g. connecting to computer audio, video, etc.)
Low bandwidth during meeting causing loss of video participants
Excessive delay when joining a meeting (e.g. greater than 7 secs)
Here is the workflow I'm hoping to address and improve with this enhancement:
User experiences issue
User must manually report issue to customer helpdesk
Customer helpdesk raises TAC case
TAC requests meeting ID and logs from affected users
User has to manually generate logs and provide tracking ID (which might be overwritten due to number of WebEx meetings attended after report)
Each time, the issue is reported reactively and only by users who take the time to actually report their issue. There is no metrics or data to identify active or historical problem areas because the burden of proof is placed on the user, but it is Cisco who needs the logs to investigate and assist.
Is it possible to address the following:
Join Meeting Time (JMT) monitoring in Control Hub for WebEx App users
Implement internal monitoring within WebEx App that when an issue is detected like low bandwidth, or unable to reach XYZ server in WebEx Cloud when joining, that a pop-up generates asking the user: "WebEx has detected a possible issue with your meeting. Would you like to submit logs to help us improve the service?" with a Comment box to describe any issues they experienced in the meeting.
Email notifications to Control Hub administrators whenever above issues are experienced or logs are submitted
Option 2 pop-up could be added only IF monitoring of WebEx App clients and email notifications enabled in Control Hub so that customer is proactively updated and held accountable for issues.
Example Cases:
693764314 / BEMS01447792 (unable to join computer audio)
694170395 / BEMS01477812 (loss of video during meeting due to low bandwidth)
