HELP FILE
Missed Queries Report
The Missed Queries Report displays details for sessions that have been abandoned, ignored or declined.
Missed Queries Summary
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Rep/Portal/Team Name: The portals, representatives or teams to which the query was posted
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Download Error (Pre-Post): Number of customers who unsuccessfully downloaded the support software prior to connecting to GoToAssist Corporate servers
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Connection Error (Pre-Post): Number of customers who unsuccessfully connected to GoToAssist Corporate servers
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Questions Posted: Total number of queries posted to the selected teams, portals or representatives during the date range specified
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Download Error (Posted): Number of customers who unsuccessfully finished downloading the support software after connecting to GoToAssist Corporate servers
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Connection Error (Posted): Number of customers who unsuccessfully connected to a representative
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Declined By Reps: Number of queries refused by representatives
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No Rep Response: Number of queries that timed out due to no representative response
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Customer Abandoned: Number of customers who abandoned their postings by closing out of the connection page after the query had posted to a representative
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Rep Canceled: Number of queries terminated by representatives after connecting
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Pre-Session Technical Issues: Number of customers who unsuccessfully connected due to unidentified errors
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Sessions Started: Number of queries that were successfully launched into support sessions
Missed Queries Details
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Portal Name: The portal to which the query was posted
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Session ID: Unique identifying number associated with each session
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Post Date: Date and time the query was posted to HelpAlert
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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))
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Customer IP: IP address of the customer’s computer used during the session
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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
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Customer Data Fields: Data submitted by the customer on either the portal entry or session end pages