LogMeIn support sites no longer support Microsoft's Internet Explorer (IE) browser. Please use a supported browser to ensure all features perform as they should (Chrome / FireFox / Edge).

The GoTo support site no longer supports Safari 15. Please upgrade your browser to Safari 16 (or newer) or switch to a supported browser such as Google Chrome, Mozilla Firefox, or Microsoft Edge.

GoToAssist is now GoTo Resolve. Discover what our all-in-one IT solution can do for your business. Try free.

We are currently experiencing an unplanned outage for this product.
  • Support
  • Products

    Explore support by product

    GoTo Connect

    All-in-one phone, meeting and messaging software

    GoTo Meeting

    Video and audio meeting software

    GoTo Webinar

    All-in-one webinar and virtual events software

    GoTo Room

    Conference room hardware

    GoTo Training

    Online training software

    OpenVoice

    Audio conferencing software

    Grasshopper

    Lightweight virtual phone system

    join.me

    Video conferencing software

    LogMeIn Resolve

    IT management & support

    LogMeIn Resolve MDM

    Mobile device management

    LogMeIn Pro

    Remote device access

    LogMeIn Central

    Remote monitoring & management

    LogMeIn Rescue

    Remote IT support

    GoToMyPC

    Remote desktop access

    GoToAssist

    Remote support software

    Hamachi

    Hosted VPN service

    RemotelyAnywhere

    On-prem remote access solution
  • Service Status
  • Language selector icon Language selector icon
    • English
    • français
    • italiano
    • Deutsch
    • español
    • português
    • Nederlands
  • Contact Support
  • Service Status
  • User Avatar User Avatar
    • Support
    • Contact Support
    • Browse Products
    • Service Status
    • Sign in
    • User Avatar
    • My Account
    • Personal Info
    • Sign In & Security
    • Billing Center
    • https://link.goto.com/myaccount-billing
    • My GoTo Connect
    • My Meetings
    • My Webinars
    • My Trainings
    • My Conferences
    • My Resolutions
    • My Mobile Devices
    • My Sessions
    • My Sessions
    • My Incidents
    • Sign out
  • Management Center
  • Generate Reports
product logo
Back button image Back
Back button image
product logo

Rep Performance Report

The Rep Performance Report displays each representative's session totals with resolution statuses.

Note: Depending on configuration, you may have additional fields reporting representative and customer feedback.

Rep Performance Details

  • Rep Name: The representative's first and last name
  • Rep Team: The team to which the representative belongs
  • Sub Rep Team: The sub team to which the representative belongs
  • Rep Login: The representative's login to HelpAlert (email address format)
  • Rep Screen Name: The representative's screen name (seen in the Chat box, the drop-down menu at the customer's portal page and in File Transfer)
  • Rep Custom: The representative's custom field information (if configured)
  • Rep Since: The date the representative's login was created
  • Total Login Time: Total amount of time that the representative spent logged in to HelpAlert across all log-in events during the report's date range
  • Idle and Available: The amount of time the representative was logged in and not in a session but was available to take a query
  • Idle and Not Available: The amount of time the representative was logged in and not in a session but was not available to take a query
  • Total Not Available Events: The total number of times the representative placed themselves in a Not Available state
  • Total Time Not Available: The total amount of time the representative spent in a Not Available state for the time period of the report
  • Average Time Not Available: A calculation of (Total Time Not Available) / (Total Not Available Events)
  • Total Handle Time: Sum of all individual session times irrespective of concurrency (for example, if a representative conducted two 10 minute sessions, the Total Handle Time would equal 20 minutes, even if the sessions happened at the same time)
  • Average Handle Time: A calculation of (Total Handle Time) / (Sessions Started)
  • Total Clock Time: The real clock time that elapsed while the representative was engaged in sessions (in the example above, if the two sessions started and stopped at the exact same time, the Total Clock Time would be 10 minutes, while the Total Handle Time would be 20 minutes)
  • Concurrent Session Ratio: A calculation of (Total Handle Time) / (Total Clock Time); a value of 1.0 means the representative never participated in a concurrent session as Total Handle Time = Total Clock Time
  • Multi-Session Limit: The maximum number of simultaneous sessions the representative can engage in as set by a manager
  • Sessions Started: Total number of sessions started by the representative during the date range
  • Sessions Joined: The number of sessions the representative joined via Invite to Session during the date range
  • Sessions Finished: Total number of sessions finished by the representative during the date range
  • Resolved: Number of completed sessions that were marked Resolved by the representative
  • Unresolved: Number of completed sessions that were marked Unresolved by the representative
  • Unknown: Number of completed sessions that were marked Unknown by the representative
  • Transferred: Number of sessions the representative transferred to another representative
  • Offered: Number of queries sent to the representative
  • Ignored: Number of queries that timed out due to no response by the representative
  • Declined: Number of queries refused or terminated by the representative
  • Accepted: Number of queries that the represented launched into a support session
Related Articles:
  • Manager Login Activity Report
  • Missed Queries Report
  • Rep Login Activity Report
  • Rep Survey Report
  • Session Arrival Report
Article last updated: 27 September, 2022
You are viewing the latest version of this article.

Need help?

Contact icon Contact support
Video icon Watch videos
  • Language selector icon Language selector icon
    • English
    • français
    • italiano
    • Deutsch
    • español
    • português
    • Nederlands
  • About Us
  • Terms of Service
  • Privacy Policy
  • Trademark
  • Do Not Sell or Share My Personal Info
  • Browse Products
  • Copyright © 2025 GoTo Group, Inc. All rights reserved

Collaboration Products

GoTo Connect

GoTo Meeting

GoTo Webinar

GoTo Training

join.me

Grasshopper

OpenVoice

Remote Solutions Products

GoTo Resolve

Rescue

GoToAssist

Access Products

Pro

Central

GoToMyPC