What's New in Bomgar 11.1
View features and enhancements available as of Bomgar 11.1. Features include improved Jump Client management, pop-up notifications, thumbnail views of additional remote monitors, active and passive Jump Clients, and more.Download the Transcript (.pdf)
Transcript: What's New in Bomgar 11.1
With 11.1, Bomgar offers support technicians even more functionality than before.
Representative Console Improvements
The representative console has been improved to make it easier to manage your Jump Clients. Select a queue for which to view Jump Clients, and then select one Jump Client to view its full details. Search for Jump Clients based on delimited fields.
In Settings, you can choose to receive pop-up notifications for certain events, setting where they'll appear on your screen and how long they'll last. These notifications will appear independent of your representative console and on top of other windows.
Enhanced Multi-Monitor Support
Support reps can view a thumbnail of all remote monitors in their physical configuration. Select one monitor to view only that screen, or view all at the same time.
Representative Custom Link
An administrator can create a custom link that will appear in the representative console as a button within a support session. This can give the representative quick access to web-based programs such as customer relationship management or helpdesk ticket tracking tools. By including a variable for the external key, the URL can directly link to a specific support ticket, account profile, or other page related to the support session.
Inactive Session Timeout
An administrator can set a site-wide timeout for representatives who are idle within a support session. One minute before the designated time has elapsed, the rep will be warned that he is about to be removed from the session. Clicking the warning or anywhere within the session window will allow the rep to remain within the session.
Jump Client Scalability
When deploying Jump Clients to remote computers, you can choose whether the connection type should be active or passive. Active Jump Clients maintain a persistent connection to your Bomgar Appliance. Passive Jump Clients are non-persistent and listen for connection requests. Because passive Jump Clients consume less bandwidth than active, the number of unattended systems you can support is reversely correlated to the percentage of passive Jump Clients you deploy.
Mobile System Info Logging
If automatic logging of system information is enabled, you can choose whether to view a small, standard set of data for mobile devices or full, extended data. This data appears in session detail reports and may include information such as battery, radio, memory, storage, and installed modules.
Customer Client Startup Options
Set whether customer clients should start with the chat window maximized or with the chat area hidden. You also can choose to have the customer client start minimized to the task bar for attended sessions, Jump Client sessions, or sessions started via Jumpoint.
When editing representative permissions, set whether prompting for privileges should occur in both attended and unattended sessions or only in one or the other.
Session Key Generation Disabling
An administrator can disallow a representative to generate session keys from the representative console. If, for example, your company's help desk tracks support incidents through a ticket tracking system, representatives may be required to generate session keys from the ticketing system to ensure that the session is properly associated with the existing case. Removing the option to generate session keys from the representative console can help prevent sessions from being improperly tracked.
When adding users to an Embassy, you can add users from an external directory store, such as LDAP, RADIUS, or Kerberos. This allows you to add not only individual users but entire groups of users as predefined in your existing directory structure. These Embassy users can sign into Bomgar using their existing logon credentials.
Session Handling APIs
The application programming interface has been extended to enable a representative to join an existing session or to connect to a Jump Client programmatically. If more than one Jump Client matches the search criteria provided in the API query, the rep will be prompted to select the appropriate Jump Client. Otherwise, the Jump session will start immediately. The Jump Client session can be assigned an external key through the API. Additionally, the API can be scripted to generate session keys pre-associated with external keys.
Uninterrupted License Update
When adding licenses to your Bomgar Appliance, you may do so without requiring the appliance to be restarted. This allows representatives to continue working uninterrupted. Your Bomgar Appliance must be running at least 11.1 at the time of license addition for the update to occur without the appliance restarting.
This has been a brief tour of some of the new features in Bomgar 11.1. To receive your Bomgar upgrade, please visit help.bomgar.com.