HELP FILE

Missed Sessions Report (List All)

This report returns data for each individual session missed by members of the selected unit during the selected period.

A missed session is any session that enters the queue and never enters Active status.

Each row represents a missed session.

Start Time
The exact time when the session entered Waiting status. Data type: DateTime. Data length: unspecified.
End Time
The exact time when the customer ended the session (Closed status), or when the session timed out (Timed Out status). Data type: DateTime. Data length: unspecified.
Waiting Time
The length of time from Start Time to End Time. Data type: DateTime. Data length: unspecified.
Session ID
An automatically generated, unique identification number. Data type: Integer. Data length: unspecified.
Session Type
The customer-side technology applied. Data type: String. Data length: 100 characters. Possible values are as follows:
  • Mobile Applet
  • Calling Card
  • Instant Chat
  • Unattended
  • Applet On LAN
  • Applet
Status
The final status at the time of session end. Data type: String. Data length: 64 characters.
[Name]
The name of this column is derived from the following setting: Global Settings > Custom Fields > Name for name field. The actual reported value is entered by a customer or technician during session generation. By default this is the name of the customer. Data type: String. Data length: 128 characters.
[Custom Fields]
The names of these columns are derived from the following settings: Global Settings > Custom Fields > Name for custom field. Data type: String. Data length: 64 characters.
Tracking ID
A custom field used for mapping Rescue sessions to a CRM system or for other custom administrative purposes. Data type: String. Data length: 256 characters.
Customer IP
The customer's IP address. Data type: String. Data length: 15 characters.
Private Session
For Private Sessions, this column lists the name of the initiating technician. Data type: String. Data length: 128 characters.
Channel
For Channel Sessions, the name of the incoming channel. Data type: String. Data length: 64 characters.
Technician Group
The name of the Technician Group to which the technician belonged at the time of the missed session. Data type: String. Data length: 128 characters.