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Working with Session Reports

    Learn how to customize your report's view, see the details of support sessions, and download your 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
    Select the 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 Week.
    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:

    1. Select Export CSV at the top of the page.
    2. Select a date range and date format for your report.
    3. 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:
    • Attended
    • Unattended
    • 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 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. As there is no retention policy applied to session recordings, they are available indefinitely.

    Tip: Can't see the recording? As an admin, make sure that session recordings are enabled. In GoTo Admin, go to Settings > Remote Support. On the System settings tab, make sure that Session recording is enabled.
    Article last updated: 9 January, 2023