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"Silent" Session Monitoring - Quality Control Monitoring

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Matthew Swanson
  • updated
  • Considering for Future Release

This was previously submitted in the forums, but I can't find a FR on User Echo. Our call center director asked for an update, so I'm resub,it ting and hoping it is already on the roadmap.


http://forum.screenconnect.com/yaf_postst6543_-Silent--Session-Monitoring.aspx


GoToAssist has the ability for privileged users to invisibly connect to a session and monitor a session by one of their representatives. While conencted, the manager cannot interact with the session, but can see the session in real time. The agent has no visibility to the fat that they are connected.

As we've been switching, our Call Center managers have found that they miss this feature.

I would think a similar feature would be useful for quality control.

Duplicates 5
ScreenConnect in Stealth mode.

I would like to suggest the following feature: When the admin connects to a computer, it doesn't make any changes to the background and it doesn't show the "Being Controlled By", not even a notification for the user that someone connected, Let's call it "Stealth Mode". Basically we don't want the user to know that we are connected to his computer.

Is it possible to deploy?

Add a silent mode for admins so that the user isn't alerted.

VNC has a silent mode. Very helpful for admins/managers to verify what is happening on a screen.

Add an additional option to join a computer in "Stealth mode" to remotely shadow without user being alerted

In most cases when remoting into someones computer we would want the user to be alerted.  In some cases we would like to remotely shadow their computers without them being alerted.  Is it possible to create a second option on join to join a stealth or watch session?   Screenconnect does have the ability to disable all pop ups and notifications so the user does not know you are connected but it affects all connections, and when you make the setting changes you have to reinstall the client.  It would be helpful if there were both options, a regular join and a stealth join.

New Role Permission - Suspend Input

It would be extremely helpful for us if there was a way to suspend input for certain roles. It also seems as though this could be useful when training new staff, so that they could watch without possibly affecting an interaction.

Implement "View Only" Permissions For Users

It would be great to have a checkbox for "View Only" permissions for Users within Screen Connect. Something similar to the guest pass option that doesn't expire. 


Edit: This is for Connectwise Control/Access Cloud Hosted. I understand the feature already exists for On-Prem?

Replies 9
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anonymous
  • Pending Review
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anonymous
  • Under Review
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anonymous
  • Pending Review
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Bill

+1 on this request. I know there is "big brother mode" such as disabling the banner, tray icon, and wallpaper removal but this would be a super useful feature - without changing app.config and pushing the update to all endpoints

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David Ball

This is completely possible if you use an extension to edit the web.config and app.config files. The only downside is that if you have a slow or old guest machine, the mouse cursor will flicker. The best way to prevent it is to block host input by default when they join and it can also prevent any accidental mouse movement on the tech's side. You might also want to disable clipboard sharing so the tech's clipboard doesn't overwrite the guest's clipboard.

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1
cbennett

There is a manual option by editing the roles.xml file, but this applies to all computers. There also needs to be an option for view only based on groups so we can also restrict access to view only to within a certain group.

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anonymous
  • Considering for Future Release
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cbennett
Quote from David Ball

This is completely possible if you use an extension to edit the web.config and app.config files. The only downside is that if you have a slow or old guest machine, the mouse cursor will flicker. The best way to prevent it is to block host input by default when they join and it can also prevent any accidental mouse movement on the tech's side. You might also want to disable clipboard sharing so the tech's clipboard doesn't overwrite the guest's clipboard.

Unfortunately, we need the best of both worlds. Our IT staff to be able to remote and resolve issues, with a small subset of people that can do view only on just a handful of machines.

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Caitlin M Barnes Team Member
  • Considering for Future Release


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