By Lindsey Westbrook
BlueJeans Product Manager Shailesh Hegde describes a typical day in the life of a company helpdesk person or IT admin. “The admin gets a complaint about online meetings that went poorly in terms of call quality. It happens to everyone. But, if they’re using BlueJeans for their online video conference calls, they can log into their Command Center, where we have a feature that highlights the negative statistics, and start to proactively troubleshoot any virtual meeting.”
From the Command Center home page, the admin can drill down to the particular meeting in question and immediately tell which participant was having (or causing!) trouble, for instance by trying to connect to the online meeting from a flaky wifi connection, because anything above an acceptable jitter value, say 50 or 100, is highlighted in red. The admin will recognize that that connection was subpar, and tell the person to get on a wired network—either right now, if the online meeting is ongoing, or in the future, if that meeting has already ended.
Efficient Troubleshooting for Online Meetings
The admin can also make a habit of logging into Command Center to speedily evaluate all the online meetings that happened in the last day or week. Perhaps one of them was having some issues, but no one complained in the moment, and no one bothered to rate the meeting online after it was over—a standard BlueJeans feature that is specifically designed to make IT admins’ lives easier.
“Without the Command Center,” notes Hegde, “unless a person complains, problems of that nature are pretty much impossible to troubleshoot after the fact. Who was having issues with the video call? Issues of what specific kind? Where were they connecting from, and exactly how bad was the connection? With Command Center it is possible for any IT person to ascertain where the pain points are and remedy them proactively. They know already what the three or four possible culprits might be for any particular video call scenario that needs fixed.”
What’s another common conundrum of an IT admin related to online meetings? Say for instance BlueJeans releases a new feature in their virtual meeting suite of offerings. Often it makes the most sense to roll it out to just one department at a time, let them get used to it for a couple of weeks, optimize the configurations for your particular organization, and deal with the most common issues. Perhaps work up some trainings specific to your folks. That way, the IT admin isn’t overwhelmed with similar questions from users across the organization.
How Can IT Tools Help?
Giving IT next level control is the key to making sure the user experience is seamless and satisfactory, while providing timely user insights. “IT Tools are what the BlueJeans enterprise admin controls,” explains Hegde. “They are designed for exactly the same audience as the Command Center: IT admins and helpdesk people. You find IT Tools by clicking on a tab in the Command Center. For instance, there is a page where the admin can easily release new features only to certain individuals. That way, those users, can get up and running in what is effectively a test environment for the new feature. It’s good for everyone: they get up to speed with a small group, and they rely less on BlueJeans support for help. It’s a very granular control that many other online meetings products do not offer.”
One brand-new feature as of August 2017 is an onboarding page for new admins who are first logging in to BlueJeans, called the “admin success portal.” It presents them with four straightforward steps: checking the network, setting up users, training users, and an introduction to the Command Center. “We’re always adding features to make meeting online as smooth and easy as possible for new BlueJeans customers,” adds Hegde. “We’ve got support pages, downloadable info sheets, user guides, video tutorials. We have your back.”