HELP FILE

Working with Reporting

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.

RescueAssist session 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)
Company Name
The name of the company with which the support session is associated

Note: The report will display "Not Available" if the agent does not select a company from the Assign Session to Company drop-down menu on the

session end dialog.

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 local IP address of the agent's computer (on their internal network)
External Technician IP
The public/internet IP address of the agent's computer
Session Start
The time when the session started.
  • For attended sessions, this is the time when the customer joined.
  • For unattended sessions, this is the time when the connection to the unattended device was established.
Session End
The time when the agent disconnected from the customer's machine
Duration
The length of the support session from start to end
Customer Name
The name of the Unattended Support Computer or the name of the customer the support session was held with
Customer Host Name
The computer name of the customer's computer
Internal Customer IP
The local IP address of the customer's computer (on their 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 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, and that the customer used to join the attended support session.