Bomgar is fantastic for Chat and Remote Support, but the skill based routing needs improvement

Our IT Support department uses Bomgar to support our branches. Our employees in our branches initiate a chat with us through our support portal and during the chat we can initiate screen sharing to help the branch employee. It is very helpful in resolving issues remotely and showing employees how to handle some things themselves. For the most part Bomgar does a really good job with integrating a chat support product and a remote support product into one tool. It is very easy to use, both by the support personnel and end-users and always works as expected.

The only short comings I have found is in trying to use Equilibrium, Bomgar's logic engine for automatic session routing. Our agents have to manually grab sessions out of the queue because of the short comings of Equilibrium. Bomgar uses a combination of skills and weights on those skills to determine which agent to send the session to. However, we have been unable to get the system to only send to those with the skills assigned as it uses a logic of skill or available instead of skill AND available. In other words, if it cannot find someone with the skill it still sends to someone available even if they do not have the skill. It also does not allow for agents to put themselves in any sort of Unavailable state. To avoid receiving chats they must log out. Last but not least, a supervisor cannot log in to monitor how things are going without also being logged in as an agent for their group. As a result, Bomgar tries to route sessions to the supervisors. Bomgar’s only response to that so far is suggesting the supervisors just reject the sessions.

So I feel Equilibrium has some room to improve, but if you are OK manually pulling sessions instead of then feeding automatically, Bomgar is a great solution.