HELP FILE

Working with Reporting (Admin)

You can use session reports to view aggregate or detailed information about past Rescue Live Lens sessions, as well as export them to CSV files.

Note: Rescue Live Administrators have access to reports of sessions conducted by any agent of the organization, while agents can only see reports of their own sessions.
Note: All time related report fields are displayed in the local timezone of the user who opened the Reporting tab based on their browser’s time information. This universally applies to Summary View, Session List View, and CSV formats.
Note: If your account has both Rescue Live Lens and Rescue Live Guide licenses, make sure that for Session type: Rescue Live Lens is selected.

Summary View

The Reporting tab of the Rescue Live Lens agent console by default displays a summary of the most important performance indicators for the selected period in table format.

Fastpath: To get detailed information about individual sessions, see Session List View below.

To select the time period for which you want the report to display data, use the Date range: selector.

Note: If the reporting period includes the actual day the report is created, values displayed for that day designate real-time data collected until the time the Reporting page was opened.

Session count
The total number of sessions started during the selected period.
The report returns data on sessions ("started sessions") where both the customer and the agent joined.
Tip: This information is also displayed in chart format. You can zoom into a chart by clicking it. To close/expand the charts pane of the Reporting tab, click the pie chart icon in the top right corner of the console.
Active agents
The number of agents who joined at least one started session during the selected period.
Tip: This information is also displayed in chart format. You can zoom into a chart by clicking it. To close/expand the charts pane of the Reporting tab, click the pie chart icon in the top right corner of the console.
Average session duration
The average session duration for the selected period calculated the following way: total session time is divided by the number of active agents. Active agents are agents who joined at least one started session on the given day.
Tip: This information is also displayed in chart format. You can zoom into a chart by clicking it. To close/expand the charts pane of the Reporting tab, click the pie chart icon in the top right corner of the console.
Average session per agent
The average session count per active agent during the selected period calculated the following way: total session count divided by the number of active agents. Active agents are agents who joined at least one started session on the given day.
Total session duration
Aggregated data indicating the total time that active agents spent in sessions during the selected period.
Top 5 agents
Note: Chart only data!
Agents that handled the highest number of sessions during the selected period.

Session List View

To see the session list view displaying detailed information for each individual session, click the desired row in the Summary View table.

Tip: Clicking the Total row displays all individual sessions conducted during the selected period.
Remember: Filters set for the Summary View are also applied to information displayed in Session List View.

You can configure the rows displayed in this view after clicking the three-dot icon on the far right of the table header.

Support key
The unique nine-digit support key that was created for the session and that the agent used to start the session.
Agent name
The name of the agent who joined the support session.
Started
The time when the customer started the streaming session on their mobile device.
Ended
The time when either the customer or the agent terminated the session.
Duration
The length of the session from Session Start to Session End.
Agent name
The name of the agent who conducted the session.
Agent IP
The IP address of the computer the agent used to conduct the session.
Customer name
The name of the customer if it was added before the start of the session.
Customer IP
The IP address of the computer the customer used to join the session.
Session records
Session recording
When an agent belonging to an account for which session recording is enabled starts a Rescue Live Lens session, a session recording is automatically created. In this case, the Play icon is displayed for the session in this column. To play/download the session recording click the Play icon.
Notes
Click the Notes icon to display session notes taken by the agent during the session.
Session type
Indicates if the session was created in Rescue Live Lens or Rescue Live Guide.
Tip: To get a list of all sessions created by the given organization/user, click Download all sessions as CSV in the upper right corner on the Reporting tab of the agent console. Filters set in Summary View are also applied to data returned in the CSV file.