Supporting the Widespread Campus:

Remote Support at the Ohio State University

Justin Brock, Moderator:
Q: Some of you already have asked them, so I'll begin with this one from an attendee. "Is there a limit on multiple sessions a support rep can handle at one time?" And maybe Duane, you can speak from your experience, and Nathan, if you wanna talk a little bit to the technology.

Duane Rigsby - Assistant Manager & Coordinator, Ohio State University South Centers:
A: I guess I'll start with that. In - yes and no. There is a limit because you can get very - not very confused, but you can get confused pretty quickly if you have four or five sessions open. And I've also found that, you know, depending on what kind of a machine that you're actually on, the tech is doing, it can be really - it can drag the machine down after you get about four connections going simultaneously.

Nathan McNeill - VP of Product Management, Bomgar
A: Yeah, it is going to depend on the resources available to it, which includes bandwidth as well as the kind of PC the rep is using. So is the kind of PC that the customer is using. So, it does vary. We have not put an artificial cap on the number of sessions you can handle simultaneously.

There is a kind of a logical limit. I think - the input we get from our customers is that usually around six it becomes counterproductive to add additional sessions.