Working with Session Reports
Learn how to customize your report's view, see the details of support sessions, and download your report from the Console.
To view session reports, sign in to the Console and go to the Reporting page. Then select Get session report.
How to filter sessions
At the top of the Reporting page, you have the following options to filter your session report:
- Date range
To view a report for a specific date range, select the
Date range filter. You can either select a date range with the calendar or choose a pre-defined rage at the top of the page.
- Session type
- Select the Session Type filter and choose the type of session that you want to list for the selected date range. You can filter attended, unattended, and camera share sessions.
- Group report data
Group by filter to organize report data into the view that best suits your needs. You can group support sessions by date, type, and agent. For example, to see a weekly report on support sessions, group them by
Note: Only sessions for the selected date range and session type are displayed.
- Sort by report data
- Select a column header in the report to list sessions by a report detail. For example, to list sessions by their length, select Total session duration at the top of your session list.
How to export reports to CSV
To download a copy of your report, do the following:
- Select Export CSV at the top of the page.
- Select a date range and date format for your report.
- Select Download.
Your report is saved to your default download folder.
How to view report details
The Console provides detailed information on your support sessions. Select a row in the report list or click into the chart to see the following details:
- Session key
- Identifier of the support session.
- Time when agent started the support session. This is before the end user joined the session.
- Time when the agent closed the session or when the session automatically closed. This is after the session ended with the end user.
- Total duration of the support session from the time the agent started the session to the time the agent closed it. This duration is different from the total time the end user spends in a session with the agent.
- Agent name
- Name of the supporting agent.
- Agent IP
- IP address of the agent.
- End user IP
- IP address of the end user receiving support.
- Session type
Type of the support session, which is one of the following:
- Camera Share
- End user name
- Name of the end user receiving support. For unattended sessions, this is the name of the computer that the agent connected to.
- End user OS
- The OS running on the end user's device.
- End user device type
- Type of end user's device.
- Session records
- Notes and accounting information that the agent added to the session when the session ended. You can also play back the recording of the session, which is available indefinitely. GDPR regulations apply. To enable session recording, see Remote Support System Settings in GoTo Admin.
To show or hide certain details, select the icon on the right of the report header.
Who can play back a session recording?
Any agent or admin can access and play back session recordings. However, you must be a member of the account where you want to view recordings. In other words, you can view session recordings of multiple accounts if you are a member of those accounts; but you cannot view recordings of other accounts.