Using the Bomgar Support Interface

Owned by Michael Loranc
Sept 12, 2014

Inactive Remote Session Support Interface

The Bomgar support interface is similar in layout to the Bomgar Representative Main Console but with a key focus on individual customer support.

When beginning a new support session from the queue, either chat or session key generated, you'll view a screen with a large area dedicated to screen sharing support with other support features outlining this space.

Chat Box

The chat box works similar in functionality to the Team chat from the main console but with a few added added benefits to support the customer. From the Everyone tab, messages can be typed to the customer and all members of the support session. Simply type the message and press Enter or click Send. All web addresses entered into this field are automatically turned into hyperlinks. A new button to the left of Send is the Nudge ability. The Nudge button will send a command to play a notification and shake the chat window from left to right to attempt to get the customer's attention. Note that this ability is context sensitive and may not be available if the customer's browser does not support it.

Messages

The Messages button in the chat area is a repository of editable chat messages that be entered into the current chat or remote support session. These messages are strongly encouraged for use during the chat sessions as they provide a consistent customer experience. Click Messages to view the canned messages available. Select the message by double clicking the appropriate message. The message then moves into your chat support box where it may be edited before sending. The most common chat support options are loaded and requests for additional messages may be added by your Bomgar Support Administrator.

Chat tabs

The chat tabs along the bottom of the chat box are available to the representative(s) in the session:

  • The Everyone tab allows all people involved in the session to view messages including the customer.
  • Changing your tab to the Representatives chat will allow all Bomgar Representatives (current or later invited) to discuss issues without the customer's viewing.
  • The Notes tab allows entry regarding the session. While this may not typically be used outside of a chat support session, it is good for quick reference during a remote support session. 
    **Note: This is not meant to a replacement for Work Notes in Service Now.

Session Management Tools

The Session Management Tools are used for administrative management of the support session. From this menu, you'll be able to do the following:

  • Elevation Attempt (Shield): If clicked during a non-remote support session, this will send a request to start a remote support session to the customer. If clicked while in a remote support session, a prompt will be presented to the representative asking for credentials. If you are a system administrator for the computer being used, you'll be able to enter your administrative credentials. If not, you can prompt the customer to enter their own credentials. This will allow the Bomgar Representative the ability to view and edit secure customer prompts that would otherwise be hidden. For instance, credentials requests when installing new software.
  • Transfer a session (Bomgar Representative icon with arrow pointing to the right): This allows the current Bomgar support representative session owner to transfer the session to another user or back to the queue. This will need to be done before the current owner is able to safely leave a session without disconnecting the customer. In the event of network connectivity issues by the Bomgar Representative owner, ownership will automatically be transferred back into the general queue or to an existing representative in the session.
  • Add a Bomgar Representative (Bomgar Representative icon with (plus) sign): This allows the Bomgar Representative to invite additional Representatives to the support session.
  • Remove a Bomgar Representative (Bomgar Representative icon with (minus) sign): This allows the owner of a session to remove any additional representatives from the support session.
  • Leave/End/Hold Session (Large red X): This allows the Bomgar Representative to leave a session. If the representative is the owner of the session, two options will be presented. Hold session will allow the representative to return the session to their personal queue. From the personal queue, the Bomgar Representative has the options to re-enter the session, or transfer. End session will disconnect the session, close the tab, and remove the client software from the customer's machine. 
    Note: Be certain that you have acquired all necessary data and sufficiently helped the customer before Ending a session.

Session Information

The session information window provides pertinent details regarding the customer's computer configuration, duration of the support session, and the customer's entered support issue. Queue Time is how long you've been working on the support session while Time in the System is how long the customer has been receiving support from all representatives. The copy button will copy all information in this window to the Bomgar Representative's local clipboard.

Active Remote Session Support Interface

Additional context sensitive icons are provided when a remote session becomes active.

Customer's Screen

The most prominent change will be the ability to view and control the customer's screen. From here, the Bomgar Representative(s) is able to control the mouse and keyboard from their own device.

Elevation Request

The Elevation request bar may be clicked in place of the Elevation Attempt (Shield). It holds the same functionality, and a prompt will be presented to the representative asking for credentials as described in detail above.

Support Tabs

Every session provides two (2) support tabs for the Bomgar Representative to utilize. By default, the Screen Sharing tab is selected. However, the System Information tab contains a broad range of useful information. Clicking on the System Information tab will require that a request be sent to the customer for viewing. Once the customer accepts, you'll be able to see real time memory usage data, CPU load, Networking information, and more system diagnostic information that is typically viewable from the Task Manager and System monitors built into each Operating System.

Customer Screen Tools

The Customer Screen Tools allow the Bomgar Representative to make temporary modifications to the customer's screen that are viewable by the customer. The tools are detailed below:

  • Viewing Screen Toggle (Monitor with red and white stop): Click this icon to stop viewing a customer's screen. This may be used as a courtesy in instances where the customer is entering Personally Identifiable Information (PII). Screen viewing may be reactivated without prompting the customer during a session. A chat message will be displayed as this is toggled.
  • Customer Control Toggle (Computer mouse with check mark): By default, control is enabled. If the customer would like to control the session, uncheck this box and use the Screen Marking tools as a guide for the customer to follow.
  • Screen Marking Tools (Monitor with pencil): A list of tools that may be used for temporarily marking or directing the customer.
    • The pencil tool will allow marks on the customer's display that will remain until erased or the session has ended. 
    • The square tool will draw rectangles on the customer's screen.
    • The circle tool will allow ellipses to be draw on the customer's screen.
    • Line thickness and color of all marks can be selected from within this menu.
    • The eraser tool allows the Bomgar Representative to erase previous marks.
    • The clear tool will clear the customer's screen of all marks.
    • The pointer tool will allow the representative to use a large red mouse pointer to direct the customer where to navigate. The pointer tool will turn white when the left click is held down. The customer is able to see these clicks.
  • Wizard Tools (Monitor with wand): The Wizard Tools icon hosts a context sensitive selection of quick actions available for that Operating System (OS). For instance, on a Windows machine, this can be used to send a Ctrl+Alt+Delete command or open a command prompt.

Representative Tools

The Representative Tools are an array of useful functions available to the representative to improve the quality of support service. The tools are detailed below:

  • Screen Capture (Monitor with camera): This tool will allow the Bomgar Representative to take a screenshot of the current desktop display of the customer. The file will be saved by default to the Representative's document's folder unless the save to clipboard option is selected.
  • Send Representative Clipboard to Customer Clipboard (Bomgar Representative icon with arrow to clipboard): This will allow the Bomgar Representative to copy URLs or other information from their workstation and move that information to the customer's computer.
  • Send Customer Clipboard to Representative Clipboard (Clipboard with arrow to Bomgar Representative icon): This tool will allow the customer or Bomgar Representative to copy information from the client's computer, and send it for pasting onto the Bomgar Representative's workstation.
  • Multiple Monitor Selection Tool (Two Monitors): If the customer has multiple monitors connected to their computer, this drop down menu will allow the Bomgar Representative to select which monitor to view. The monitors will be displayed in their general orientation to other monitors as identified by the operating system. This functions in the same manner as the Monitor selection window that may appear as a tab in the Session Information area.
  • View Full Resolution Toggle (monitor with arrows pointing outwards): Use this tool to view the customer's monitor at 100% resolution. This will likely increase all elements of the Customer Screen in size, however the color resolution will remain unaltered.  Scroll bars will become usable to navigate this enlarged interface.
  • Monitor Viewing Adjustment (Monitor with Red, Blue, and Green display): Use this tool to adjust the rendering quality of your customer's screen. By default, the best performance option is selected. This causes the color resolution to decrease. Select other options if necessary.
  • Enable Fullscreen (Monitor with arrow in the top right): Click this icon to enable the Bomgar Representative Console to become full screen. Move your mouse to the top of the screen to view the drop down menu to exit this mode.