HELP FILE

Missed Queries Report

The Missed Queries Report displays details for sessions that have been abandoned, ignored or declined.

Missed Queries Summary

  • Rep/Portal/Team Name: The portals, representatives or teams to which the query was posted

  • Download Error (Pre-Post): Number of customers who unsuccessfully downloaded the support software prior to connecting to GoToAssist Corporate servers

  • Connection Error (Pre-Post): Number of customers who unsuccessfully connected to GoToAssist Corporate servers

  • Questions Posted: Total number of queries posted to the selected teams, portals or representatives during the date range specified

  • Download Error (Posted): Number of customers who unsuccessfully finished downloading the support software after connecting to GoToAssist Corporate servers

  • Connection Error (Posted): Number of customers who unsuccessfully connected to a representative

  • Declined By Reps: Number of queries refused by representatives

  • No Rep Response: Number of queries that timed out due to no representative response

  • Customer Abandoned: Number of customers who abandoned their postings by closing out of the connection page after the query had posted to a representative

  • Rep Canceled: Number of queries terminated by representatives after connecting

  • Pre-Session Technical Issues: Number of customers who unsuccessfully connected due to unidentified errors

  • Sessions Started: Number of queries that were successfully launched into support sessions

Missed Queries Details

  • Portal Name: The portal to which the query was posted

  • Session ID: Unique identifying number associated with each session

  • Post Date: Date and time the query was posted to HelpAlert

  • Status: The reason the query was missed (Customer Abandoned, Successfully Finished, Connection Error (Pre-post), Connection Error (Posted), Session In Progress, Pre-Session Technical Issues, Declined By Reps, No Rep Response, Rep Canceled, In-Session Technical Issues, Download Error (Pre-post), Download Error (Posted))

  • Customer IP: IP address of the customer’s computer used during the session

  • Question/Code: The text posted at the portal entry page by the customer; as configurations of the portal may vary, this field might appear as Session Initiated; in Phone Mode configurations, this is the initial connection code

  • Customer Data Fields: Data submitted by the customer on either the portal entry or session end pages