On the Recordings page, the following columns are displayed for each recording:

• Time created - The time the session was created.
  Note: This does not reflect the time the customer joined the session.
  • For attended sessions, it is the time that the support key is created.
  • For unattended sessions, it is the time when the agent connects to the unattended computer.
• Session ID - The support key associated with the session.
• Device group - The group in which the device is assigned (i.e., selected at the end of an attended session, or the current device group associated with an unattended session).
• Agent - The name of the agent that created the session.
• Session type - Indicates an attended or unattended session. If the support session was hosted using GoToAssist Remote Support v5, the session type will be listed as camera share.
• Duration - The total length of time from the time created to session end.
• Download status - Displays whether a recording has been prepared for download or is ready for a direct download.
  • If a recording has not been prepared for download, a Prepare Download icon will be displayed. Your recording is ready to be retrieved from our system.
  • If a recording has been prepared for download, a Download Now icon will be displayed, accompanied by "Download" in the left column beside it. Your recording is ready to be downloaded directly onto your computer and saved.
• Deleted status (admins only) - Displays whether a session recording has been deleted from our system, including the name of the admin who deleted it, as well as the date and time it was removed.

When you select a recording, the following recording details will display:

• Created - The time the session was created.
• Expiration date - Number of days left before the recording is no longer available for download (i.e., recordings expire within 90 days).
• Agent - The name of the agent that created the session.
• Session type - Indicates an attended or unattended session.
• Device group - The group in which the device is assigned.

All session recordings will be listed in the order of the most recently recorded sessions, as indicated by the Descend Arrow icon in the "Time Created" column. You can click Time Created to reverse the list order (indicated by the Ascend Arrow icon in the "Time Created" column) and display the earliest recorded sessions.

1. To download a single recording, click the Prepare Download icon in the right navigation on the row of your desired recording. To select multiple recordings, hold the CTRL key and click on the row of each recording you want to select, then click the Prepare Download icon .

   

2. Once your recordings have finished preparing for download, click the Download Now icon , or click Download in the left column beside it. If the recording is selected, you can click Download at the bottom of recording details.

   

3. Click Download on the prompt to confirm, then open it when the download is complete. You can now save the recording locally.

Admins can click the Delete icon to permanently remove a session recording from our system. This action cannot be undone.

Once a session recording has been deleted, the session recording information will remain displayed as inactive (grayed out) for up to 90 days from the date it was created. Additionally, it will display the name of the admin who deleted it, as well as the date and time it was deleted from our system (in the right navigation).

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