Remote Desktop Control Administration

Unlimited user accounts
Create an unlimited number of representative accounts for Bomgar™. Because Bomgar™ PC remote control licenses are based on concurrent usage, individual representatives are welcome to share licenses, but only one representative can use a shared license at a time.

Support teams
Group your support representatives into remote support teams according to specialization or skill

Session queues
Create support queues for efficient session viewing and PC remote control, ensuring that your customers reach the right representatives and ensuring that each session is easy to manage for support reps.

Network-specific rules
• Apply specific rules and privileges to IT helpdesk reps according to the network from which they connect to the appliance.
• Monitor and direct incoming remote control traffic according to IP address range.

Service stats
Record the number of computers serviced by each representative.

License monitoring
Configure the appliance to send you an email when more than a specified number of licenses are in use, enabling you to ensure that your support reps achieve maximum remote control performance.

Canned messages
Create pre-built chat messages for efficient and accurate responses to frequent questions. Messages can be organized into categories so that remote support teams can access messages specific to their needs.

Pushed session queueing
Allow orphaned "pushed" remote control sessions to fall into the general queue, or disallow to automatically terminate the remote desktop connection. Note: This feature is not available when controlling a desktop running Mac, Linux, or Windows Mobile.

Exit survey
Find out what your customers think of your remote control support services or get feedback from reps
• Monitor customer satisfaction and feedback using a completely customizable exit survey. Ask your clients up to 10 questions at the termination of the remote desktop connection.
• Require remote control support representatives to complete an exit survey, marking whether issues are resolved or unresolved.

Record chat sessions
Record all text transmitted through the chat feature.

Logging and Reporting
Bomgar™ remote desktop control software collects remote control session data automatically. You can view and manage these session logs in the user management interface. Download summary or detailed reports of all remote control session activity into a .csv file, easily transferable to Excel. Run reports based on team, team members, or representative. View Flash (.flv) recordings of remote command shells.

User identification and authentication
Differentiate administrators from representatives. You can also set various parameters for representative passwords. These include password complexity, failed password lockout, password expiration, and idle user timeout. You can even determine the features and level of remote control allowed to individual reps.

Message broadcast
Broadcast messages to all logged-in reps via the administrative interface to keep reps up to date with crucial data.

Session keys
Prevent unknown clients from giving remote control to reps by requiring clients to connect using randomly generated, single-use remote control session keys.

Special Actions
Access the Registry Editor and Event Viewer from the special actions menu in the representative client. View all Control Panel options in a fly-out menu.