HELP FILE

Generate Reports

    You can use session reports to view detailed descriptions about past support sessions within specified date ranges, as well as export them to .HTML, .PDF, .XLS, or .CSV files. Additionally, admins can use the Admin Center to create new reports and download past reports.

    You can also select your user name in the top navigation and use the account drop-down menu to access the My Account page, Manage People & Devices (i.e., if your account has admin access), and Sign Out.

    About session reports

    Note: Access to the Reporting feature is configured by your account admin.

    You can generate two types of reports, as follows:

    • Quick Reports

      These pre-configured reports allow you to quickly generate a report based on the last week or month with just one click. These reports are created in a web-based HTML format and cannot be downloaded. See Generate a quick report for more information.

    • Custom Reports

      You can customize a report based on session type (i.e., attended, unattended, and/or camera share), device group, technician(s) and date ranges. These reports can include data from sessions that took place up to a year ago, and can be downloaded in .HTML, .PDF, .XLS or .CSV format. See Generate a custom report for more information.

      Note: It can take up to 15 minutes for the data from a session to be included in a report. Data is stored for one year from the date of the support session.

    Both quick reports and custom reports list various details about the selected sessions, including the following:

    • Number of Sessions - The total number of sessions conducted in the specified date range
    • Total Time -The total time spent in session during the specified date range
    • Average Duration - The average length of all the sessions conducted in the specified date range
    • Session Date - The date the support session was conducted
    • Session Type - The type of support session (i.e., attended or unattended)
    • Device Group - The device group with which the support session is associated
      Note: The report will display "Not Available" if the agent does not select a device group from the "Assign Session to Device Group" drop-down menu on the session end dialog. Additionally, all sessions hosted using GoToAssist Remote Support v5 display device group information from January 01, 2021 to current.
    • Technician Name - The name of the agent who started the support session
    • Technician Host Name - The computer name of the agent"s computer
    • Internal Technician IP - The IP address of the agent's computer (on their local/internal network)
    • External Technician IP - The public/internet IP address of the agent"s computer
    • Session Start - The time that the session began (for attended sessions, this is the time that the customer joined; for unattended sessions, this is the time that the connection to the unattended machine was established)
    • Session End - The time that the agent disconnected from the customer's machine
    • Duration - The length of the support session from start to end
    • Customer Name - The Unattended Support Computer or customer the support session was held with
    • Customer Host Name - The computer name of the customer"s computer
    • Internal Customer IP - The IP address of the customer"s computer (on their local/internal network)
    • External Customer IP - The public/internet IP address of the customer"s computer
    • Host MAC - The MAC address of the customer"s computer
    • Technician Notes - Any notes that the agent created and saved during the support session, including those in the End Session window
    • Accounting Info - Any notes that the agent added to the "Accounting Info (contact no., customer no. etc)" field in the End Session window
    • Session ID - The unique Support Key that was created for the session (for attended sessions, this is the key that the customer used to join the support session)

    Generate a quick report

    These pre-configured reports allow you to quickly generate a report based on the last week or month with just 1 click. These reports are created in a web-based HTML format and cannot be downloaded.

    1. Go to Remote Support > Reports.
    2. In the Quick Reports pane, select one of the following links:
      • Attended sessions this week - Include all attended support sessions conducted since the previous Monday.
      • Attended sessions this month - Include all attended support sessions conducted since the first of the month.
      • Unattended sessions this week - Include all unattended support sessions conducted since the previous Monday.
      • Unattended sessions this month - Include all unattended support sessions conducted since the first of the month.
    3. A new tab will open displaying your report in HTML format.

    Note: If you are having issues with generating reports, please try deleting your cookies and clearing the cache from your browser.

    Generate a custom report

    You can customize a report based on session type (i.e., attended, unattended, and/or camera share), device group, technician(s) and date ranges. These reports can include data from sessions that took place up to a year ago, and can be downloaded in .HTML, .PDF, .XLS or .CSV format.

    1. Go to Remote Support > Reports.
    2. In the Report Generation pane, specify the contents of your report as follows:
      • Step 1: Select Report Focus

        Choose which session types (i.e., attended, unattended, and/or camera share) you wish to see a report on. You can limit it to individual agents or device groups, or you can leave the range broad to see more reports.

      • Step 2: Choose Date Range

        Choose to see all sessions included from a certain date to the present, or select a specified date range.

      • Step 3: Select Report Format

        Choose the format in which you want your report to be generated by selecting HTML, PDF, XLS or CSV. Note that HTML reports are web-based and cannot be downloaded.

    3. Click Generate Report when finished. If you selected PDF, XLS or CSV format, your file will automatically begin downloading.
    Article last updated: 2 November, 2022