FAQ

What do each of the time fields pertain to in Rescue session reports?

Issue

Objective

Environment

Procedure

Answer

  • Connecting Time: the period between the customer clicking “Connect to Technician” and the customer applet connecting to the Rescue gateway.
  • Waiting Time: the period between the customer applet connecting to the Rescue gateway and the technician starting the session.
  • Total Time: the period between when the technician starts and ends a session.
  • Active Time: the amount of time the target computer is either ready to be or being supported.
  • Work Time: the amount of time the technician actively controls the Rescue Technician Console, within a specific session.
  • Hold Time: the amount of time a session is put on hold by the technician.
  • Time in Transfer: the amount of time the session spends being transferred between technicians.
  • Rebooting Time: the amount of time the target computer is in the process of rebooting.
  • Reconnecting Time: the amount of time a session spends trying to reconnect, in the event of an unplanned disconnect.

Cause

Resolution

Additional Information