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
  • 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 Field descriptions.

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 Details Field descriptions.