You can generate two types of reports, as follows:

• Quick Reports

  These pre-configured reports allow you to quickly generate a report based on the last week or month with just one click. These reports are created in a web-based HTML format and cannot be downloaded. See Generate a quick report for more information.

• Custom Reports

  You can customize a report based on session type (i.e., attended, unattended, and/or camera share), device group, technician(s) and date ranges. These reports can include data from sessions that took place up to a year ago, and can be downloaded in .HTML, .PDF, .XLS or .CSV format. See Generate a custom report for more information.

  Note: It can take up to 15 minutes for the data from a session to be included in a report. Data is stored for one year from the date of the support session.

Both quick reports and custom 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)
• Device Group - The device group with which the support session is associated
  Note: The report will display "Not Available" if the agent does not select a device group from the "Assign Session to Device Group" drop-down menu on the session end dialog. Additionally, all sessions hosted using GoToAssist Remote Support v5 display device group information from January 01, 2021 to current.
• 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 IP address of the agent's computer (on their local/internal network)
• External Technician IP - The public/internet IP address of the agent"s computer
• Session Start - The time that the session began (for attended sessions, this is the time that the customer joined; for unattended sessions, this is the time that the connection to the unattended machine was established)
• Session End - The time that the agent disconnected from the customer's machine
• Duration - The length of the support session from start to end
• Customer Name - The Unattended Support Computer or customer the support session was held with
• Customer Host Name - The computer name of the customer"s computer
• Internal Customer IP - The IP address of the customer"s computer (on their local/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 that the agent created and saved during the support session, including those in the End Session window
• 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 (for attended sessions, this is the key that the customer used to join the support session)

These pre-configured reports allow you to quickly generate a report based on the last week or month with just 1 click. These reports are created in a web-based HTML format and cannot be downloaded.

1. Go to Remote Support > Reports.
2. In the Quick Reports pane, select one of the following links:
   • Attended sessions this week - Include all attended support sessions conducted since the previous Monday.
   • Attended sessions this month - Include all attended support sessions conducted since the first of the month.
   • Unattended sessions this week - Include all unattended support sessions conducted since the previous Monday.
   • Unattended sessions this month - Include all unattended support sessions conducted since the first of the month.
3. A new tab will open displaying your report in HTML format.

You can customize a report based on session type (i.e., attended, unattended, and/or camera share), device group, technician(s) and date ranges. These reports can include data from sessions that took place up to a year ago, and can be downloaded in .HTML, .PDF, .XLS or .CSV format.

1. Go to Remote Support > Reports.
2. In the Report Generation pane, specify the contents of your report as follows:
   • Step 1: Select Report Focus

     Choose which session types (i.e., attended, unattended, and/or camera share) you wish to see a report on. You can limit it to individual agents or device groups, or you can leave the range broad to see more reports.

     

   • Step 2: Choose Date Range

     Choose to see all sessions included from a certain date to the present, or select a specified date range.

     

   • Step 3: Select Report Format

     Choose the format in which you want your report to be generated by selecting HTML, PDF, XLS or CSV. Note that HTML reports are web-based and cannot be downloaded.

     

3. Click Generate Report when finished. If you selected PDF, XLS or CSV format, your file will automatically begin downloading.

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