What's New in Bomgar 10.1

Representative Client

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Dashboard

The new Dashboard feature enables privileged users to view and monitor ongoing support sessions, enabling a new level of administrative oversight to help manage support staff. Based on roles assigned from the Support Teams page of the /login web interface, Team Leads can monitor Team Members of a given team, and Team Managers can monitor both Team Leads and Team Members of that team.

If a representative is a Team Manager or Team Lead of one or more support teams, the dashboard tab will be displayed from the main interface of the representative client. The dashboard provides a quick overview of all logged-in team members of a lower role and any sessions they may be running. A Team Manager or Team Lead can take over a support session from another representative of that team by selecting the appropriate session from the dashboard and clicking the Take Over button. This transfers the ownership of that session to the Team Manager or Team Lead, with the original representative remaining in the session as a participant. A Team Manager or Team Lead can also transfer ownership of a support session from one representative to another representative or team.

Additionally, a Team Manager or Team Lead can silently monitor team members of a lower role, as long as those representatives are logged into the representative client. Select the support representative you wish to monitor and then click the Monitor button. This will open a new tab displaying the representative's entire screen, starting with view-only permission. To gain control of the support representative's desktop, click the Enable Mouse/Keyboard Control button. Bomgar does not send any notification that the support representative�s computer is being monitored.

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