View Support Sessions in Queue
Session queues provide information about and access to customers who are waiting for support. The Personal queue contains customers with whom you are currently in session or who are waiting for a session with you specifically. A waiting session appears in your personal queue if it was transferred to you or if the customer initiated it by entering a session key you generated, by selecting your name from the public site, or by clicking a Bomgar Button tied to you. This queue also contains invitations for you to join a shared session.
You also have queues for any teams of which you are a member.
Customers can also request assistance directly from a web page which contains a help link. This initiates a browser sharing session, which allows a representative to chat and view the customer's web page. Administrators can generate custom links in order to direct browser sessions to the correct representative or team queue.
Sort your queues by several criteria, including the length of time the customer has been in queue, the customer’s name, issue category, etc. All criteria may not be available depending on the manner in which the customer initiated the session.
Once the customer is in queue, either double-click the customer entry or select the entry and click the Accept button. Accepting a session opens a new tab for that session at the top of the representative console. You can run multiple sessions simultaneously. A new tab will be created for each session.
See Accept a Session to Start Support for additional ways to accept support requests.