HELP FILE

Working with Reporting

You can use session reports to view detailed descriptions about past shared browsing sessions within specified date ranges, 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 shared browsing sessions.

On the Reporting tab of the Rescue Live Guide agent console, session reports list various details about the selected sessions, including the following:

Agent Name
The name of the agent who joined the support session.
State
Initialized
The customer has opened the support company's dedicated and branded support page. [your_domain].support.me
Ended
Either the customer or the agent terminated the session.
Session Created
The time when the customer opened the support company's dedicated and branded support page.
Session Start
The time when shared browsing was started by the customer clicking Start Browsing Together after the agent joined the session.
Session End
The time when either the customer or the agent terminated the session.
Duration
The length of the session from Session Start to Session End.
Recording
When an agent belonging to an account for which session recording is enabled starts a Rescue Live Guide shared browsing session, a session recording is automatically created. To play the session recording, hover over the session from which you want to play the recording, and click the Play button.
Tip: To export the session report to a CSV file, select a report from the list, and click Download as CSV in the upper left corner on the Reporting tab of the agent console.