Bomgar™ 9.1 Release:

The Next Revolution in Remote Support

Nathan McNeill, VP of Product Management, Bomgar:
Some features with Mac are going to be specific - excuse me, some features with Windows are going to be specific to Windows. For instance our reconnect feature currently does not work with the Mac and some of the shortcut keys also are not going to be related to a Mac. But the other features like chat, file transfer and screen sharing are all the same. With session recording we've allowed you to record each and every session and it's configurable by the administrator. So the administrator can say whether or not they want sessions recorded. It records it in a standard flash format .swf so it's going to play in a browser and there's no additional or proprietary format that you have to worry about.

This has two primary purposes one of which is to provide an audit trail of everything that happens within a session. I mean everything so it's going to show you everything that happened on the screen and not only that it's going to indicate who is performing the action. So if the rep is moving the mouse versus the customer moving the mouse you'll know that it is the rep. If the rep is typing on the keyboard it's the same thing. So when you're going back and reviewing these session recordings you can tell not only what is happening but who is performing the action.

It's very important from a compliant standpoint because you want to have that strong audit trail, strong accountability for what happens during the session. It's really a protection both for the customer and for the corporation providing the support because if there is an allegation that some miscreant rep did something he shouldn't have within a session the session recording is going to decide the matter conclusively. So it protects the customer, it protects the company.

One other thing is with the session recording it is all stored locally to the appliance - I'll talk in a second. Our API actually allows you to pull the data and store it elsewhere if so desired. But it is going to keep it local to your company. So you're retaining that audit trail of everything that happens within a session. Another purpose that you could use session recording for is for training. This could be applicable for representatives, for instance, if you have a session that went particularly well, the representative was able to knock out the problem in two or three clicks you can take that recording and send it to other reps to have them resolve the same issue.