Oversee and Manage Active Remote Support Sessions
Because the Remote Support software enables your team to work from multiple locations, it can make it more difficult to oversee customer interactions or to step in when an incident gets complicated. So BeyondTrust includes a Dashboard to let you oversee support in real time.
Dashboard lets you oversee support teams, supervise distribution of session load, transfer or take over support sessions, and monitor representatives' desktops.
Key Outcomes
Elevate your service desk with graphical visibility over ITSM stats, updated in real-time. The BeyondTrust Remote Support Real-Time KPI Dashboard is now available for every deployment running version 24.3.
Improve Key Metrics: Eliminate service desk tickets and shorten resolution time with instant insight into issues impacting load volumes
View Live Reports: Get real-time updates on top KPIs, including session count, waiting sessions, longest wait time, and rep availability.
See Everything at Once: View your data graphically and access the dashboard easily from your browser- no license required
Access All the Metrics You Need: See the following stats in real-time:
CSAT – access up-to-date CSATs with a detailed drill down
Rep Status – See if representatives are idle, busy, available to take sessions, or have auto-assign turned off. View a graph shows you an overview of your entire team’s status.
Team Status – see current load for each support team
