1. Summary: Displays the totals, statuses and resolutions of all queries.
2. Details: Provides activity details for all sessions posted during the date range specified.
3. Representative Performance: Provides HelpAlert activity details for all representatives who were logged in during the date range specified
4. Customer Survey: Displays customer feedback details

• Portal/Team/Rep Name: The portals, teams or representatives to which the customer query was posted
• Questions Submitted: The total number of questions submitted to the portal
• Download Error (Pre-Post): Number of customers who unsuccessfully downloaded the support software prior to connecting to GoToAssist Corporate servers
• Connection Error (Pre-Post): Number of customers who unsuccessfully connected to GoToAssist Corporate servers
• Questions Posted: Total number of queries posted to the selected teams, portals or representatives during the date range specified
• % Questions Posted: Percentage of all questions submitted that were successfully sent to representatives
• Download or Connection Errors (Posted): These errors occur after a session is considered posted to GoToAssist Corporate's servers; these apply only to Non-Queue Mode
• Download Error (Posted): Number of customers who unsuccessfully finished downloading the support software after connecting to GoToAssist Corporate servers
• Connection Error (Posted): Number of customers who unsuccessfully connected to a representative
• Declined By Reps: Number of queries refused by representatives
• No Rep Response: Number of queries that timed out due to no representative response
• Customer Abandoned: Number of customers who abandoned their postings by closing out of the connection page after the query had posted to a representative
• Rep Cancelled: Number of queries terminated by representatives after connecting
• Pre-Session Technical Issues: Number of customers who unsuccessfully connected due to unidentified errors
• Sessions Started: Number of queries that were successfully launched into support sessions
• % Sessions Started: Percentage of all questions posted that successfully launched into support sessions
• Sessions in Progress: Number of sessions that were in session when the report was generated
• In-Session Technical Issues: Number of customers who disconnected due to unidentified errors while in session
• Escalated to Standard Session: “Yes” if session has been transferred
• External Specialist:Number of sessions that included 1 or more external specialists.
• Successfully Finished: Number of sessions completed without error
• % Successfully Finished: Percentage of all sessions started that completed without error
• Average Session Duration: Average amount of time that the customer and representative were connected in a session
• Average Speed of Answer (ASA): Average time it took for representatives to answer a query once it had been posted or broadcast; the calculation differs slightly by mode:
  • Web Mode: The elapsed time between the customer's request and the representative's response.
  • Queue Mode: The customer download process is removed from this calculation
• Answer Goal: The goal time for when representatives should respond to queries by
• % in Answer Goal: Percentage of all queries, both currently in queue and successfully finished, that are or were within the specified goal time. Calculated as: (% in Answer Goal) x (Questions Submitted)
• Average % (for % in Answer Goal): Average percentage within the Answer Goal of all queries, both currently in queue and successfully finished, that are or were within the specified goal time
• Rep Poll: Number of sessions where the representative submitted a resolution
• Resolved: Total number of sessions marked Resolved by the representative
• Unresolved: Total number of sessions marked Unresolved by the representative
• Unknown: Total number of sessions marked Unknown by the representative

See Session Detail Report for 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)
• 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
• 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)
• Sessions Started: Total number of sessions started by the representative 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

See Customer Survey Report for details.