Session Reports

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You can use the Reports application to generate reports about the activity of each attended or unattended session within specified date ranges, or to generate weekly or monthly Quick Reports with one click.

Topics in this Article:

See "About Reports"

See "Access the Reports Application"

See "Generate Quick Reports"

See "Generate Custom Reports"

About Reports

Remote Support provides 2 kinds of reports, as follows:

Quick Reports – These are pre-configured reports that allow you to quickly generate a report based on the last week or month with just 1 click. These reports are web-based HTML and cannot be downloaded. See See "Generate Quick Reports" for more information.
Custom Reports – You can customize a report based on session type, company, 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 See "Generate Custom Reports" 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:

Activity Summary:

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

Activity Details:

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
Technician Name – The name of the technician who started the support session
Technician Host Name – The computer name of the technician’s computer
Internal Technician IP – The IP address of the technician's computer (on their local/internal network)
External Technician IP – The public/internet IP address of the technician’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 technician 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 technician created and saved during the support session, including those in the End Session window
Accounting Info – Any notes that the technician 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)

Access the Reports Application

Technician can access the Reports application in either of the following methods:

Click Remote Support in the top navigation and select Reports.

or

On the Remote Support home page, click the Generate reports link in the left navigation.

Generate Quick Reports

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

Create Quick Reports

1. Go to the Reports application.

2. Under Quick Reports, 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 Custom Reports

You can customize a report based on session type, company, 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.

Create Custom Reports

1. Go to the Reports application.

2. Under "Report Generation," specify the contents of your report as follows:

Step 1: Select Report Focus – Choose which sessions you wish to see a report on. You can limit it to individual technicians or companies, or you can leave the range broad to see more reports.

Select the support session type (attended and/or unattended).
Select the company (or leave at "All Companies").
Select the technician (or leave at "All Technicians").

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.

Select the date range using the Since drop-down menu or From fields.

Step 3: Select Report Format – Choose the format in which you want your report to be generated.

Select the appropriate radio button for 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.

| Views: 4849 | Last Updated: Fri, Jun 14 2013 2:52 PM