Bomgar Representative User's Guide

How to Use the Representative Client

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Queues: General

You will also have queues for all teams of which you are a member. If your administrator has enabled the general queue, you will also have a General tab, which is open to all representatives. If a customer initiates a session by selecting an issue type from a front-end survey, that customer will enter a specific team queue based on which team owns that issue. If a session is not destined for either a specific team or representative, it will enter the general queue if this queue is enabled. Sessions may also enter another queue if a representative transfers a session to that queue or if the representative’s connection is lost in the middle of a session. The administrator can set where a session will transfer after a lost connection.

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