HELP FILE

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