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.

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.