Version: 15.1 | 14.2/14.3

Configuration

Options: Manage the General Queue, Record Sessions, Set Up Text Messaging

Configuration > Options

Support Session Queuing Options

Enable the General Queue

The option Enable the General Queue is selected by default and creates a queue in the representative console that includes all logged-in representatives. If deselected, representatives will see only their personal and team queues, and they will be unable to communicate with any representatives outside their teams. Disabling the general queue is helpful for companies with a large support center where representatives do not need to interact outside their teams.

Note: Disabling the general queue does not prevent representatives from transferring sessions to other teams. This permission is configured per user from the Users & Security > Users page.

Require Closed Sessions on Logout or Quit

If you check Require Closed Sessions on Logout or Quit, then users will be unable to log out of the console if they currently have any session tabs open.

Session Fallback Rules

There are five rules for when a representative’s connection to a session is lost or terminated. (1) If the session is shared, it transfers to the representative who has been sharing the session the longest. If not shared, it transfers to (2) the last queue it was in, (3) the queue in which it entered, or (4) the general queue. This second set of rules can be turned on or off for normal sessions (attended), Jump sessions (unattended), or both. (5) Finally, if no representative is found, the session ends.

Note: If the session is in a persistent queue, the above logic will not apply. You can enable persistent queues from the Configuration > Support Teams page and/or the Users & Security > Embassy page.

Enable Rules 2, 3, and 4 for Normal Sessions and/or Jump Sessions

Turn on the middle three fallback rules for customer-initiated sessions and/or unattended sessions.

Equilibrium Options

General Queue Routing Algorithm

If this is set to Least Busy, a session in this queue is assigned to the least busy representative who is available to take sessions from this queue. If it is set to Skills Match, Least Busy, then if a session has needed skills marked and is in this queue, that session is assigned to the representative with the best skills match who is available to take sessions from this queue.

General Queue Alert Timeout

A representative has as long as is set here to either accept or reject an assigned session. If the representative rejects the session or fails to respond before the timeout, the session will be reassigned to the next best matched representative who is available to take sessions from this queue.

Show Session Information in all Alert Dialog Boxes

When a session is assigned, the representative receives an alert. If Show Session Information is checked, all session assignment alerts, both for the general queue and for any other queues using Equilibrium, will display the support request information.

Support Session Logging Options

Enable Screen Sharing / Show My Screen / Command Shell Recording

Choose if screen sharing sessions, Show My Screen sessions, and/or command shell sessions should be automatically recorded as videos.

Screen Sharing / Show My Screen / Command Shell Recording Resolution

Set the resolution at which to view session recording playback.

Note: All recordings are saved in raw format; the resolution size affects playback only.

Enable Automatic Logging of System Information

Choose if system information should be automatically pulled from the remote system at the beginning of the session, to be available later in the session report details.

System Information Logging for Mobile Platforms

When accessing mobile platforms, choose Standard to pull a small set of data or Extended to pull all available information.

When supporting mobile platforms, choose Standard to pull a small set of data or Extended to pull all available information.

Note: These site-wide settings may be overridden by public site settings and customer preference, as configured on the Public Portals > Customer Client page.

Presentation Logging Options

Enable Screen Sharing Recording

Choose if presentations should be automatically recorded as videos.

Screen Sharing Recording Resolution

Set the resolution at which to view presentation recording playback.

Invitation Email Options

Enable client-side emails for support and presentation invitations

When enabled, representatives can send support and presentation invitation emails from a local email client, such as Outlook. These emails are sent using the representative’s email account. The representative can view and modify the email, if desired.

Enable server-side emails for support invitations

If enabled, representatives can send support invitation emails from the Bomgar Appliance rather than their local email client. A dialog prompts the representative to specify the email recipient. The representative cannot preview or modify the subject or body of the email. The email address from which server-side emails are sent can be customized per portal from the Public Portals > Customer Client page, or the address specified on the Management > Email Configuration page can be used.

SMS Gateway

SMS Gateway URL

Enter a secure SMS gateway URL from your ISP or third-party gateway provider to give representatives the option to send support access keys via SMS text messages. Send support messages via SMS to a mobile device from within the representative console. SMS messages sent in this manner to other mobile devices will still receive a session link. The SMS communication is not logged in the appliance.