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.

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.

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.

Started

Time when agent started the support session. This is before the end-user joined the session.

Ended

Time when the agent closed the session or when the session automatically closed. This is after the session ended with the end-user.

Duration

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.

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.