LogMeIn Rescue Administrators Guide

1 LogMeIn RescueAdministratorsGuideContentsAbout LogMeIn Rescue Center At a Console At a Center At a LogMeIn Rescue + Rescue System Rescue in a Multilingual to Set Administration Center to Set Technician Console to Set Language for the Technician Console for Customer-side Language in LogMeIn your LogMeIn Rescue Data IP Address Retention Session Data up Your the Organization to Add a Master to Add an to Create an Administrator to Create a Technician Group and Assign Disabled Chat to Add a to Set Global Password to Enforce Two-Step to Reset Two-Step to Set Hierarchy Visibility in Technician to Restrict Access Based on IP Access to All Access to Technician up to Assign a Channel to a Technician to Make a Channel Available for to Remove an Individual Technician from a to Test a up the to Set the Default Applet (Standard or Instant Chat).

2 29 How to Set Windows System Service to Set Mouse and Keyboard Data Entry Priority for Remote Control ..30 How to Show Estimated Length of Waiting to a Technician a to Customize Applet to Set up Custom Terms and Rescue Administrators GuideiiHow to Disable the Pause/Break to Prompt the Customer for Permissions at Session up Rescue + to Purchase the Rescue +Mobile to Enable Technicians to Support Mobile up Click2 Fix ..34 Setting up Rescue to Check for Unwanted or Missing Apps (App Checklist)..35 Setting up Rescue to Check for Firmware up Access Point Presets ..35 Setting up Web Shortcuts ..36 How to Set Mobile Device Configuration to Customize the Session Invitation SMS ..38 How to Customize Mobile Applet to Set Mobile Applet Options (Display Custom Terms of Service )..38 Google Play Link for Android up Rescue Technicians to Use Rescue Rescue Lens How Sessions are Started and to Set Connection Methods Available to to Set Private Sessions to Start to Set Channel Sessions to Transfer to Set Channel Sessions to Start to Defer Auto-start for Channel to Prevent Technicians from Transferring Sessions to Unmanned Channels.

3 44 How to Exempt a Technician from Channel Session to Schedule Working Hours and "No Technician Available" Behavior for a to Set No Technician Available Behavior for Private to Set Time-outs and Sessions: Start, Transfer, Close, to View Session to Start a Session from the Administration to Transfer a a Technician's to View a Technician's to Set up Technician Monitoring Performance Data: The Command to Monitor Performance Data for a to Monitor Performance Data for a Technician to Monitor Performance Data for a to Monitor Performance Data Based on Custom Attributes (Labels)..54 What is a Label?..54 How to Add to Assign to Monitor Performance Data According to a to Monitor Technician to Set Command Center Alert to Restrict Administrators to Command Center Monitoring the Command to Set Monitoring Data Collection Time to Set Value of Custom Column on Sessions Center Terms and Center Error Unattended Unattended to Assign or Delete Unattended to Set the Authentication Method for Unattended Technician to Set Technician Status Controls (Maximum sessions, Busy, Away, Auto-logout).

4 64 Customizing the Technician Console ..65 External Content Content to Manage Predefined Replies and New Predefines Replies and a Set of Predefined Replies and a Set of Predefined Replies and up Custom to Name Custom to Enable Custom Fields for Private up Remote Control to Set up Screen to Set Clipboard Synchronization to Disable Wallpaper for all Remote up to Set up the Technician to Set Up the Customer up Instant up Calling the Calling Card Connection Card Setup, Task One: Generate a Calling Card Setup, Task Two: Give a Technician Group Permission to Deploy the Calling Card Setup, Task Three: Apply a Calling Card Installer to a Technician Card Setup, Task Four: Customize the Calling Card Card Setup, Task Five: Deploy the Calling Card to a Customer's Up External Technician Collaboration.

5 81 Controlling How Your Technicians Collaborate With External Permissions for External and Reporting for External Technician up Scripting for Applet and Calling to Create a New Script to Share a Script Collection with a Technician to Modify a Script to Modify a Script in the to Generate a Survey Report (List All)..88 Customer Survey Report (Summary)..88 Customer Survey Issuance Report (List All)..89 Customer Survey Issuance Report (Summary)..90 Performance Report (List All)..90 Performance Report (Summary)..91 Login Report (List All)..92 Login Report (Summary)..93 LogMeIn Rescue Administrators GuideivSession Report (List All)..93 Session Report (Summary)..96 Chatlog to Delete Chat Log Fields Sessions Report (List All)..101 Missed Sessions Report (Summary)..102 Transferred Sessions Sessions - Extended Survey Report (List All).

6 104 Failed Sessions Report (List All)..104 Failed Sessions Report (Summary)..105 Failed Sessions - Technician Chatlog Report (List All)..107 Rebooting/Reconnecting Report ..109 Integration and up Single Sign-On Session Data to a URL (Post-to-URL)..113 About to Post Session Data to a Rescue with Other (CRM) API Keys for the In-App Support SDK for to generate an API LogMeIn RescueLogMeIn Rescue is used to provide instant remote support to customers and employees. With Rescue ,you can gain control of a remote PC, Mac, or smartphone over the web in seconds, without the needto pre-install software. Increase first call resolution. Multi-session handling, Instant chat, technician collaboration and morehelp reduce escalations to level 2 support and solve more issues on the first call. Decrease average call handle times.

7 Advanced diagnostic, collaboration and reporting tools accelerateproblem identification and resolution. Reduce costly device returns. Diagnostic tools, device history and remote device configuration helptechnicians resolve more issues remotely and reduce unnecessary purchase subscriptions or sign up for a free trial or demo, go to the LogMeIn Rescue website Rescue ComponentsAdministration Center At a GlanceAdministrators use the LogMeIn Rescue Administration Center to configure LogMeIn Rescue for useby support organizations of any online interface is used by Administrators to create and assign permissions for other administratorsand Technician Groups. Administrators can also create support channels web-based links thatautomatically connect customers to Console At a GlanceTechnicians provide remote support using the LogMeIn Rescue Technician can choose to run the Technician Console in a supported browser or as a features: Direct connection to the Customer via PIN code or emailed link Desktop View and Remote Control, including Whiteboard Detailed Session History & Notes Chat Interface with Predefined Replies, URL Push, and File Transfer Detailed System Diagnostics, including Reboot & Reconnect Collaboration with internal or external technicians Rescue LensFor details, see the LogMeIn Rescue Technician Console User.

8 A limited version of the Technician Console is used by unlicensed technicians during anexternal collaboration Rescue Administrators Guide6 Command Center At a GlanceThe Command Center is a LogMeIn Rescue component that gives you a powerful tool for monitoringkey performance indicators in your support organization. Use it to generate and analyze performancedata to determine usage patterns, optimize resource allocation and identify problem areas in : A LogMeIn Rescue account A Rescue organization already built in the Administration Center A supported browser Internet Explorer 8 or higher The latest version Firefox, Chrome, SafariHere is a quick look at how it the Command in to your Rescue account. Click Command Center on the My Account page or in theAdministration a any Channel or Technician Group assigned to you, or a custom unit based on performance will see various performance and capacity related information about the chosen unit (such ascapacity, waiting time, handling time, session count).

9 On your alert settings, you get visual notification if the performance of the selected unit is outof the specified more information, see Monitoring Performance Data: The Command Center on page LogMeIn Rescue +MobileWith LogMeIn Rescue +Mobile, remote support technicians can quickly connect to and troubleshoottoday's most popular smartphones as if the device were in their own hands. The product supports AppleiOS, Android, and BlackBerry Rescue +Mobile add-on can help you cut costs, save time, increase first call resolution, and showusers how to use their smartphone or You Get Remote control over most leading smartphone platforms Proven helpdesk technology Reduced support costs Increased customer satisfaction Accelerated adoption of new services Increased first-call resolution and a decrease in no trouble found device returns The ability to solve difficult issues for your highly valued customers7 Copyright 2019 LogMeIn , Inc.

10 Shorter support lines at your retail outletsSee also Setting up Rescue +Mobile on page Rescue System RequirementsVisit for up-to-date system Rescue in a Multilingual EnvironmentSupported LanguagesThe LogMeIn Rescue web site, Technician Console, Administration Center, Command Center, MobileBlackBerry Applet, and the PIN code entry form are available in the followinglanguages:ko Koreande Germannl Dutchen Englishpt-br Portuguese (Brazilian)es Spanishth Thaifr Frenchzh Chineseit Italianzh-TW Chinese (Taiwan)ja JapaneseThe Rescue Applet for PC and Mac, mobile apps, Calling Card, and Instant Chat interface are availablein the following languages:ko Koreanar Arabicnl Dutchbg Bulgarianno Norwegiancz Czechpl Polishda Danishpt Portuguesede Germanpt-BR Portuguese (Brazilian)el Greekro Romanianen Englishru Russianes Spanishsk Slovakfi Finnishsv Swedishfr Frenchth Thaihe Hebrewtr Turkishhr - Croatianzh Chinesehu HungarianLogMeIn Rescue Administrators Guide8zh-TW Chinese (Taiwan)it Italianja JapaneseThe Android app is available in these additional languages: es-AR, et, fa, in, lt, lv, my, sl, sr, uk, viTip: To resolve problems with keyboard layout during remote control, see "How to Use Localand Remote Keyboard Layouts (Keyboard Synchronization)" in the LogMeIn Rescue TechnicianConsole User : For self-hosted Instant Chat, you can add or remove languages to meet your organization'srequirements.