Support Teams | RS Pathfinder

What are support teams?

Support teams are groups of representatives organized to improve efficiency by assigning leadership roles and directing customers to the most suitable representatives.

How are they useful to my organization?

Support teams enhance productivity by streamlining support session management, organizing representatives into focused groups, and displaying each team as a distinct queue in the representative console for better customer routing.

How do I access the Support Teams page?

1. Sign into app.beyondtrust.io.
   The BeyondTrust Home page displays.
2. From the left menu, click Remote Support > Configuration.
   The Configuration page opens and the Options page displays by default.
3. At the top of the page, click Support Teams.
   The Support Teams page displays.

The Support Teams page

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4. Add: Adds a new support team

5. Support Team columns: List of Support Team columns.

   Issues columns

   • Team Name: Unique name of the team.
   • Code Name: Set a code name. If not provide, one is automatically assigned.
   • Comments: Enter notes about the team.

6. Team Monitoring Settings:

7. Team Chat History:

8. Rep Status: Adds a new status code.

9. Rep Status columns: List of Rep Status columns.
   
   

   Rep Status columns

   • Name: Unique name of the status code.
   • Code Name: Set a code name. If not provide, one is automatically assigned.
   • Display As: Set the issue priority.

10. Auto Status Options: Set Rep status options.

Manage your support teams

Add a support team

1. Navigate to the Support Teams page, and click Add.
2. Enter a unique Team Name.
3. Optionally, enter a Code Name.
   Code names are used for integrations. If you do not set a code name, one is created automatically.
4. Optionally, enter comments to describe the team.
5. Optionally, enable Persistent Queue.
   • When checked, support sessions remain in this queue even if no representatives are available.
   • A session in this queue remains indefinite until a representative or API operation handles the session.
   • This option provides additional flexibility for custom session routing management.
6. Optionally, click Group Policies to create or edit group policies you want associated with this team.
7. Select your team's portal access:
   • Allow members of the selected team access to all portals: Grant all members of your team access to your Remote Support portals.
   • Allow members of this team to access the following portals:: Grant all members of your team access to specific portals.

     ℹ️

     • We recommend that you grant your team members access to the default portal.
     • Unchecked portals do not appear on the list of portal options when the representative generates a session key.

8. Optionally, add team members.
9. Optionally, create your equilibrium settings:
   1. Routing algorithm: If this is set to Least Busy, a session in this queue is assigned to the least busy representative who is available to take sessions from this queue. If it is set to Skills Match, Least Busy, then if a session has needed skills marked and is in this queue, that session is assigned to the representative with the best skills match who is available to take sessions from this queue.
   2. Alert timeout: A representative has as long as is set here to either accept or reject an assigned session. Suppose the representative rejects the session or fails to respond before the timeout. In that case, the session will be reassigned to the next best-matched representative available to take sessions from this queue.
   3. Waiting session rule: If enabled, set how long a session is allowed to remain in this queue. Then choose the action to take if the session waits for longer than the set time. You can either transfer the session to an overflow queue, or you can mark the session as overdue. A session that becomes overdue plays an audio alert, flashes in the queue, causes the queue itself to flash, and displays a pop-up notification. These notifications can be modified in the representative console settings.

      ℹ️

      For more information, please see Equilibrium guide.

10. Click Save.
    The team saves and displays in your Manage Support Teams list on the Support Teams page.

Add one or more team members to a support team

In the Team Members table, view existing team members. You can filter the view by entering a string in the Filter by name text box. You can also edit a member's settings or delete a member from the team.

1. From the left menu, click Configuration.
   The Options page opens and displays by default.
2. At the top of the page, click Support Teams.
   The Support Teams page displays.
3. Click the Edit icon next to the support team you wish to edit.
   The Edit Team page displays.
4. In the New Member Name search for the user to add.
5. Select the member’s role from the New Member Role dropdown. These roles play a significant part in the Dashboard feature of the representative console:

• Team Member
• Team Lead
• Team Manager

To add a group of users to a team, go to Users & Security > Group Policies and assign that group to one or more teams in a given role.

ℹ️

You may see some users whose Edit and Delete options are disabled. This occurs when a user is added via group policy.

You can click the group policy link to modify the policy as a whole. Any changes made to the group policy apply to all members of that policy.

You also can add the individual to the team, overriding their settings as defined elsewhere.

Edit a support team

1. Go to Configuration > Support Teams.
2. Click the Edit icon next to the support team you wish to edit.
   The Edit Team page displays.
3. The Edit Team page's content is identical to the Add Team page.
4. Click Save.
   The support team save.

Delete a support team

1. Go to Configuration > Support Teams.
2. Click the Delete icon next to the support team you wish to delete.
3. Click Yes.

Team Monitoring

What is team monitoring?

Team monitoring is the ability of team leads or managers to monitor team members from the dashboard.

How is team monitoring useful?

Team monitoring allows users to effectively administer teams on this site and their members. Within a team, a user can administrate only others with roles lower than their own.

ℹ️

Roles apply strictly on a team-by-team basis, so a user may be able to administrate another user in one team, but not be able to administer that same user in another team.

Configure team monitoring

1. Select an option from the Monitoring Team Members dropdown:

• Disable: Disables the ability to monitor,
• Only Representative Console: Restricts monitoring to only the representative console.
• Entire Screen:. Allows a team lead or manager to monitor a team member's entire screen.

Monitoring affects team leads and managers for all teams on the site.

2. Select or deselect the Enable Session Transfer and Take Over checkbox.

If this option is checked, a team lead can take over or transfer a team member’s sessions. Similarly, a team manager can administrate both team members and team leads. The team lead must have start session access to the Jump Item that was used to create the session unless the option below is also checked.

3. Select or deselect the Enable Monitor Indicator checkbox.

If this option is checked, a team member whose screen is being monitored sees a monitoring icon on their screen.

4. Select or deselect the Allow or disallow team managers/leads to use "Transfer", "Take Over" and "Join Session" for sessions started from Jump Items checkbox.

If this option is checked, a team lead can join or take over a team member's sessions, even if the team lead does not have start session access to the Jump Item that was used to create the session.

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For more information, please see Dashboard.