HELP FILE

Export a Session Recording

Recorded sessions may be exported in WMV format to the local computer for replay in third-party players. This allows you to easily distribute the session for quality review and training purposes.

Note: To save recordings locally on your computer, you can export a session recording if you have been granted this permission by your company or team manager. Additionally, if your portal has been configured to save recordings locally to the representative and/or customer's computer, recordings will be saved at the end of each session automatically. For more information, please see Access Local Session Recordings.

Export a session

Note: Session Review data is only stored for 90 days from the date of occurrence in the Management Center.

  1. In the left-navigation, click Session Review.
  2. Search for a session in either of the following ways:
    • Enter the Session ID in the Session ID box and click Find.
    • Use the portal, team, and/or date range drop-down menus to select criteria for desired sessions and click Find.
  3. Select the desired session to export and click the Review icon to open the Viewer window.

  • If a session is older than 90 days, an Unavailable Data icon will appear with a message, "Data no longer available – Session data is only stored for 90 days."

  1. If prompted, accept the download to allow the session to load. If needed, restart the download by clicking download & run GoToAssist Replay.

  1. On the Viewer menu bar, select File > Export to WMV.

  1. Select the desired screen resolution and click Begin Exporting.

  1. On the Export File window, browse to the desired storage location. If desired, rename the file and click Save.

Note: Configurations vary. You may have an additional icon allowing you to view local screen-sharing sessions.

Related

Session Review

Replay a Session Recording

Set Up a Session Replay Passphrase