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 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.