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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 PeopleDevices (i.e., if your account has admin access), and Sign Out.

Topics in this article:

About session reports

Generate a quick report

Generate a custom report

About session reports

You can generate 2 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 1 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, companies, 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 1 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)
  • Company Name – 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 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.

Generate a custom report

You can customize a report based on session type, companies, 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 you wish to see a report on. You can limit it to individual agents or companies, 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 2 dates to specify the 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.

  1. Click Generate Report when finished. If you selected PDF, XLS or CSV format, your file will automatically begin downloading.