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.

    GoToAssist Remote Support v5 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.
    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.
    Article last updated: 27 September, 2022