HELP FILE

Session Report (List All)

    This article gives guidance to Rescue Administrators.

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

    Each row represents a unique session.

    Start Time
    The exact time when the session entered Active status. Data type: DateTime. Data length: unspecified.
    End Time
    The exact time when the session entered Closed or Timed Out status. Data type: DateTime. Data length: unspecified.
    Last Action Time
    The exact time of the action that ended the technician's state of being "in action". A technician is in action if he is in a session, and for that session the Technician Console and the Applet have a working connection (that is, the sockets between the Technician Console and Applet are connected). Any of the following ends the technician's "in action" state:
    • The technician's status Changes to "Away".
    • The technician loses connection with customer.
    • The session tab gets unselected, or the TC goes to background while there is no active tear-away window of the session.
    • The tear-away window of the session gets inactive while either the session tab is unselected or the TC is in the background.
    • The technician or Administrator ends, holds, or transfers the session.
    Data type: DateTime. Data length: unspecified.
    Technician Name
    The technician's name as recorded in the Name field on the Organization tab. Data type: String. Data length: 128 characters.
    Technician ID
    An automatically generated, unique identification number. Data type: Integer. Data length: unspecified.
    Technician Email
    The technician's email address as recorded in the Email field on the Organization tab. Data type: String. Data length: 128 characters.
    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 the last action performed by the given technician. Data type: String. Data length: 64 characters. Possible values are as follows:
    • Connecting
    • Waiting
    • Active
    • Closed by customer
    • Closed by technician
    • Transferring
    • Transferred
    • Closed by waiting customer
    • Timed out
    • Aborted: technician was deleted or disabled
    • Rebooting
    • Reconnecting
    • On Hold
    • Timed out: closed by technician
    • Offline
    • Disconnected
    • Rebooted
    • Declined by customer
    [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. If no value is reported, your organization probably chose not to store customer IP address information ( Global Settings > Do not store customer IP address). Data type: String. Data length: 15 characters.
    Device ID
    The customer's device ID. Data type: String. Data length: 128 characters.
    Incident Tool Used
    This column lists Technician Console tools used by the technician during the session. See the legend at the bottom of the report for a key to abbreviations. Data type: String. Data length: 128 characters.
    Resolved/Unresolved
    This column is no longer actively used though may show results when reporting on sessions held prior to May 2009 (Resolved/Unresolved, as submitted by the technician). Data type: String.
    Channel ID
    The Channel ID of the channel used during the session. Data type: Integer. Data length: unspecified.
    Channel Name
    The name of the channel used during the session. Data type: String. Data length: 64 characters.
    Calling Card
    The Installer Name of the Calling Card used during the session. Data type: String. Data length: 64 characters.
    Connecting Time
    From the beginning of Applet download until the session appears as Waiting in a queue. Data type: DateTime. Data length: unspecified.
    Waiting Time
    From the beginning of Waiting status until session start (Active status). Data type: DateTime. Data length: unspecified.
    Total Time
    The sum of Active Time, Hold Time, Time in Transfer, Rebooting Time, and Reconnecting Time; excluding Connecting and Waiting time. This is not the same as Total Time as shown in the Technician Console Session List. Data type: DateTime. Data length: unspecified.
    Active Time
    The total time the session was in Active status. Active time is measured from pickup (Active status) to close (Closed status), excluding Hold Time, Time in Transfer, Rebooting Time, and Reconnecting Time. Data type: DateTime. Data length: unspecified.
    Work Time
    Work Time is actual Technician Console utilization time during a session. It is the time spent actually using Technician Console functionality: (1) the session must be selected, (2) with an active connection to the Applet, (3) with the Technician Console in focus, and (4) the technician's status must not be Away. Data type: DateTime. Data length: unspecified.
    Hold Time
    The length of time in Hold status. Data type: DateTime. Data length: unspecified.
    Time in Transfer
    The length of time in Transfer status. Data type: DateTime. Data length: unspecified.
    Rebooting Time
    The length of time in Rebooting status. Data type: DateTime. Data length: unspecified.
    Reconnecting Time
    The length of time in Reconnecting status due to a problem on the customer side. Data type: DateTime. Data length: unspecified.
    Platform
    The customer's operating system. Data type: String. Data length: 20 characters.
    Browser Type
    The type of browser in which the customer started the Instant Chat session. Data type: String.Data length: unspecified.
    Technician Group
    The name of the Technician Group to which the technician belonged at the time of the session. Data type: String. Data length: 128 characters.
    First Chat Time
    First Chat Time designates the length of time from session initiation until the first chat message is sent by a technician.

    Please note that First Chat Time includes Waiting Time.

    Note: First Chat Time is not calculated for sessions in Collaborating status.
    Data type: DateTime. Data length: unspecified.
    Wrap Time
    Wrap Time designates the length of time between the time stamp of the last chat message sent and the time stamp of the session being ended by the technician, an Administrator, or by Global Session Time-out (and, thus, removed from Technician Console queue).
    Transferred Sessions
    • For the "Transferred From" technician Wrap Time is 0.
    • For the "Transferred To" technician, Wrap Time is calculated as the length of time between the time stamp of the last chat message sent and the time stamp of the session being ended by the technician, an Administrator, or by Global Session Time-out (and, thus, removed from Technician Console queue).
    Collaboration Sessions
    • For the Lead Technician, Wrap Time is calculated as the length of time between the time stamp of the last chat message sent and the time stamp of the session being ended by the Lead Technician or by Global Session Time-out (and, thus, removed from his Technician Console queue).
    • For the collaborating technician, Wrap Time is calculated as the difference between the time stamp of the last chat message sent and the time stamp of the session being ended by the Collaborating Technician, an Administrator, or by Global Session Time-out (and, thus, removed from his Technician Console queue).
    Note: If the technician closes an Active, Offline, Rebooting, or Reconnecting session, Wrap Time is 0.
    Data type: DateTime. Data length: unspecified.
    Transferred to
    The technician or channel to which the session was transferred. Data type: String. Data length: 128 characters.
    Time of Sending First Chat Message
    The exact time when the first chat message was sent by a technician. Data type: DateTime. Data length: unspecified.
    Customer Message Count
    The total number of messages sent by the customer in the Technician Console chatlog. Data type: Integer. Data length: unspecified.
    Technician Message Count
    The total number of messages sent by the technician in the Technician Console chatlog. Data type: Integer. Data length: unspecified.
    System Message Count
    The total number of system messages that appeared in the Technician Console chatlog. Data type: Integer. Data length: unspecified.