Bomgar Representative User's Guide

How to Use the Representative Client

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Dashboard

The 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 administrative 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 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.

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