A more extreme way to ensure accountability of technician actions is by viewing their sessions, either during or after the fact. 

There are two different ways to monitor technician sessions. 

1. Forced Screen Recording 

By enabling this setting automatically records all Remote Control and Desktop Viewing sessions conducted by members of the selected Technician Group. You then have the option to store these on a secure shared network, and even to disable remote control if saving is not possible. 

Note that while storing screen recording of sessions can help with auditing and accountability, it poses additional vulnerabilities for end user privacy. See the Ensuring Customer Privacy and Data Protection module to learn more. 

2. Technician Monitoring 

From within the Technician Console, Administrators can view the desktop of technicians in their organization, as well as invite themselves to join a monitored session as a collaborating technician.  

You can choose whether to enable Technician monitoring as well as whether or not to notify technicians when they are being monitored. Note that depending on state and local laws, there may be restrictions on monitoring without consent. Check with your GRC leader to make sure you are complying with regulations. 

You also can enable functionality to monitor chats in real time in the Command Center. Reach out to support or your CSM if you want this feature enabled.