Connection Code Report
The Connection Code Report identifies the status of connection codes that representatives have generated via HelpAlert.
Note: This report is applicable only for GoToAssist Corporate Phone Mode implementations.
Connection Code Summary
- Portal/Team/Rep: The portals, teams or representatives for which the report was run
- Sub Rep Team: The sub team to which the representative belongs
- Total: Number of connection codes generated
- Active: Number of connection codes currently active
- Redeemed: Number of connection codes used to begin a support session
- Avg. Speed of Redemption: Average elapsed time between the issuing of a connection code by a representative and the redemption of the code by the customer
- Canceled: Number of connection codes canceled by the representative
- Expired: Number of connection codes that expired before they were redeemed
Connection Code Details
- Portal Name: The portal from which the connection code was issued
- Rep Name: The name of the representative who issued the code
- Rep Login: The representative's HelpAlert login
- Rep Screen Name: The representative's screen name (seen in the Chat box, the drop-down menu at the customer's portal page and in File Transfer)
- Rep Custom: The representative's custom field information (if configured)
- Rep Team: The team to which the representative belongs
- Sub Rep Team: The sub team to which the representative belongs
- Code: The connection code issued by the representative; codes prefaced by a “CC” denote that a pre-coded URL was pushed to the customer via third-party chat or email
- Status: Active, Redeemed, Canceled or Expired (see above for descriptions of each status)
- Issue Time: The actual time that the code was generated by the representative
- Redemption Time: The actual time the code was redeemed by the customer
- Speed of Redemption: Elapsed time between the issuing of the connection code by the representative and the redemption of the code by the customer
Article last updated: 27 September, 2022