Become a Bomgar™ Jedi: Tips from the Master

Joel Bomgar, Founder, CEO and Jedi Master:
Let's move on. A few other administrator secrets, there's a lot of reporting built in to the Bomgar Box™ on the administrative side. The administrative login built into the Box, you can run reports, you can run session reports, which tell you every single session that ran through the Box which is every session that anyone ever ran period, including sessions that were started with a push to start or anything. They all run through the Box for security, and logging, and full video session recording, and everything like that.

The session report shows you every session and absolutely every aspect of everything that happened in that session so it's great if you want to use that for billing purposes, to go back and find out how long that session lasted, or for auditing purposes. You also have an exit survey, which you can set up and review the results of that, so you can allow your customers to rate their experience with each tech support rep and then you can run a report and it will tell you, you know, each individual tech support rep – their average rating is four stars, five and a half stars, you know, three stars. Whatever it is. And, it's a great way for you to determine how effective your tech support reps are.

So, anyway, a lot of stuff on the logging and reporting database you can do. Also, new in version 9.1 is full, like I said, video and session recordings. so, you have the capability of going back and actually clicking on a link and it will convert the entire remote control session into a flash format file, and you can actually watch that live on the web interface of the Box or you can even download that flash file, perhaps you may want to edit that, in Macromedia Flash and you can post that for training. Macromedia Flash, if you pull that in you can even add audio and stuff like that so you can use that remote control session for training, put it on your training website, and maybe let everyone know that, "Hey, if you want Outlook to allow .EXE attachments," you know, which is probably a bad idea anyway. But, if you wanted to allow that, here's a video-recorded session of all the steps you go through to do that. Please watch it," and you can actually, with any flash editing program, you can put a voice over on top of that and do some great stuff with training.