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