HELP FILE

Session Arrival Report

    The Session Arrival Report shows the number and summaries of incoming customer postings by the half-hour.

    Field Descriptions

    • Interval: 30-minute time intervals for a 24-hour period
    • Questions Submitted: Number of sessions requested by customers during the 30-minute time interval
    • Questions Posted: Number of questions posted to the queue or broadcast to all representatives during the 30-minute time interval
    • Sessions Started: Number of requests that were handled by representatives during the half-hour period
    • Sessions in Progress: Number of sessions where customers and representatives are currently connected in session
    • Successfully Finished: Number of sessions completed during the half-hour period
    • Average Speed of Answer (ASA): Average time it took for representatives to answer a query once it had been posted or broadcast; the calculation differs slightly by mode:
      • Web Mode - The elapsed time between the customer's request and the representative's response.
      • Queue Mode - The customer download process is removed from this calculation.
    • Max Wait: Longest wait time for a posting during the 30-minute time interval; this metric includes all missed queries, not just those that were successfully answered
    • Avg. Session Duration: Average amount of time that representatives were in session with a customer during the specified half-hour period
    • Max Reps Available: Number of representatives who logged in to HelpAlert across all portals during the specified half-hour period
    • 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
    • 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 Cancelled: Number of queries terminated by representatives after connecting
    • Pre-Session Technical Issues: Number of customers who unsuccessfully connected due to unidentified errors
    • In-Session Technical Issues: Number of customers who disconnected due to unidentified errors while in session
    Article last updated: 27 September, 2022