Updates for Support Administrators

Bomgar 14.2 contains the following updates for Bomgar administration.

Feature

UPDATES FOR SUPPORT ADMINISTRATORS

Centralized Rep Console Settings

Provide a repeatable, consistent support experience to your support representatives by defining the representative console settings for your entire help desk. The administrator can force settings, allow settings to be overridden by the representative, or leave settings unmanaged.

Configurable Jump Client Installer

Easily automate the mass deployment of your Jump Client network by allowing customization during installation. The Jump Client command line installer has new switches which allow a script to modify a variety of Jump Client parameters when executed. This allows you to create custom mass deployment scripts to pull in variables from other sources and use the variables to modify the Jump Client parameters at install time.

Custom Fields

Create custom API fields to gather information about your customer, enabling you to more deeply integrate Bomgar in your support center. You can also make fields and their values visible in the representative console. Use of custom fields provides more flexibility when developing integrations for use in your environment, allowing seamless flow throughout your support process.

Delegated Password Administration

Administrators can delegate the task of resetting local users’ passwords to privileged users, without also granting full administrator permissions. A privileged user can change another user’s password and select if that user must change their password at next login. Additionally, if an account has an associated email address, the privileged user can choose to email the new password to the user.

Enhanced Session Recording Options

Better meet your privacy initiatives with more selective session recording options. Determine which activities are recorded per portal. Additionally, customers can be given an opt-out prompt for all recordings. Selective recording allows help desks to establish a solid audit trail that includes recordings, while honoring specific customers’ privacy concerns.

Failover API

Use new Bomgar API calls to manage failover, adding flexibility for integrating Bomgar into an existing disaster recovery process. Check the health of your Bomgar Appliances and set their failover roles, even when the two appliances reside on different networks.

Jump Policies

Better control access to Jump Clients using time schedules and durations. Create Jump Policies to determine when representatives are allowed to access certain Jump Clients. Also set how long a Jump Client remains active before being automatically uninstalled.

Mass Deployment on Mac

Seamlessly deploy Bomgar to your Macs using your existing systems management tools. A whitepaper is also included to walk you through the process: www.bomgar.com/docs/platforms/mac/mass-deploy-on-mac.htm.

Multi-Team Jump Client Access

Maintain compliance with your security requirements while allowing specific teams and embassies access to the right endpoints. Separate representatives into teams according to departmental structures while still allowing access to shared Jump Clients.

Overflow Routing Rules

Keep customer wait times low by alerting representatives of sessions with a high wait time or by routing those sessions to a backup queue.

Rep Console Device Verification

Enforce the networks on which your representative consoles may be used, or require the representative to register their device via a first-time login on an allowed network. A device token issued while inside your organization's restricted network can be required to log in. This token can be stored on the device so that login can occur off-network after first login, or login can be restricted only to specified networks.

User Account Details Reporting

Easily export account information about your representatives for auditing purposes.