HELP FILE

Missed Sessions Report (List All)

This article gives guidance to Rescue Administrators.

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.