HELP FILE

Snapshot Summary Report

    The Snapshot Summary Report provides a summary of all activity for the selected portals, teams or representatives.

    The report has 4 sections:

    1. Summary: Displays the totals, statuses and resolutions of all queries.
    2. Details: Provides activity details for all sessions posted during the date range specified.
    3. Representative Performance: Provides HelpAlert activity details for all representatives who were logged in during the date range specified
    4. Customer Survey: Displays customer feedback details

    Snapshot Summary

    • Portal/Team/Rep Name: The portals, teams or representatives to which the customer query was posted
    • Questions Submitted: The total number of questions submitted to the portal
    • 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
    • % Questions Posted: Percentage of all questions submitted that were successfully sent to representatives
    • Download or Connection Errors (Posted): These errors occur after a session is considered posted to GoToAssist Corporate's servers; these apply only to Non-Queue Mode
    • 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
    • Sessions Started: Number of queries that were successfully launched into support sessions
    • % Sessions Started: Percentage of all questions posted that successfully launched into support sessions
    • Sessions in Progress: Number of sessions that were in session when the report was generated
    • In-Session Technical Issues: Number of customers who disconnected due to unidentified errors while in session
    • Escalated to Standard Session: “Yes” if session has been transferred
    • External Specialist:Number of sessions that included 1 or more external specialists.
    • Successfully Finished: Number of sessions completed without error
    • % Successfully Finished: Percentage of all sessions started that completed without error
    • Average Session Duration: Average amount of time that the customer and representative were connected in a session
    • 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
    • Answer Goal: The goal time for when representatives should respond to queries by
    • % in Answer Goal: Percentage of all queries, both currently in queue and successfully finished, that are or were within the specified goal time. Calculated as: (% in Answer Goal) x (Questions Submitted)
    • Average % (for % in Answer Goal): Average percentage within the Answer Goal of all queries, both currently in queue and successfully finished, that are or were within the specified goal time
    • Rep Poll: Number of sessions where the representative submitted a resolution
    • Resolved: Total number of sessions marked Resolved by the representative
    • Unresolved: Total number of sessions marked Unresolved by the representative
    • Unknown: Total number of sessions marked Unknown by the representative

    Snapshot Details

    See Session Detail Report for details.

    Rep Performance Details

    • Rep Name: The representative's first and last name
    • Rep Team: The team to which the representative belongs
    • Sub Rep Team: The sub team to which the representative belongs
    • Rep Login: The representative's login to HelpAlert (email address format)
    • Rep Screen Name: The representative's screen name (seen in the Chat box, the drop-down menu at the customer's portal page and in File Transfer)
    • Rep Custom: The representative's custom field information (if configured)
    • Total Login Time: Total amount of time that the representative spent logged in to HelpAlert across all log-in events during the report's date range
    • Idle and Available: The amount of time the representative was logged in and not in a session but was available to take a query
    • Total Not Available Events: The total number of times the representative placed themselves in a Not Available state
    • Total Time Not Available: The total amount of time the representative spent in a Not Available state for the time period of the report
    • Average Time Not Available: A calculation of (Total Time Not Available) / (Total Not Available Events)
    • Total Handle Time: Sum of all individual session times irrespective of concurrency (for example, if a representative conducted two 10 minute sessions, the Total Handle Time would equal 20 minutes, even if the sessions happened at the same time)
    • Average Handle Time: A calculation of (Total Handle Time) / (Sessions Started)
    • Sessions Started: Total number of sessions started by the representative during the date range
    • Sessions Finished: Total number of sessions finished by the representative during the date range
    • Resolved: Number of completed sessions that were marked Resolved by the representative
    • Unresolved: Number of completed sessions that were marked Unresolved by the representative
    • Unknown: Number of completed sessions that were marked Unknown by the representative

    Customer Survey

    See Customer Survey Report for details.

    Article last updated: 27 September, 2022