{
  "id": "workflow:video-support-session-management",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-channels.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Video Support Session Management",
    "workflowKind": "operational",
    "triggerType": "event-driven",
    "typicalCadence": "per-event",
    "complexity": "cross-team",
    "description": "Manages video and screen-sharing support sessions for complex technical\nissues — defining criteria for when issues warrant video escalation versus\ntext-based resolution, scheduling video sessions with calendar integration\nand customer timezone awareness, preparing agents with ticket context and\ndiagnostic pre-work before sessions, implementing screen-sharing protocols\nwith customer consent and security boundaries, recording sessions with\ncustomer permission for knowledge capture and training purposes, extracting\nresolution steps from recordings into structured knowledge base articles,\ntracking video session outcomes including resolution rates, customer\nsatisfaction, and average duration, and identifying patterns in\nvideo-escalated issues that could be prevented through documentation or\nproduct improvements. Produces video session utilization reports, knowledge\ncapture metrics, and escalation pattern analyses. Excludes agent hiring and\nvideo platform procurement.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:video-support-session-management",
      "to": "role:planner",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:video-support-session-management",
      "to": "role:technical-writer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:video-support-session-management",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:video-support-session-management",
      "to": "skill-area:customer-success",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:video-support-session-management",
      "to": "skill-area:data-analytics",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:video-support-session-management",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:video-support-session-management",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:video-support-session-management",
      "to": "responsibility:slo-definition",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:video-support-session-management",
      "to": "responsibility:data-quality-monitoring",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:video-support-session-management",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:video-support-session-management",
      "to": "org-unit:customer-success",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}