HELP FILE

What do each of the time fields pertain to in Rescue session reports?

    • Connecting Time: the period between the customer clicking "Connect to Technician" and the customer applet connecting to the Rescue gateway.
    • Waiting Time: the period between the customer applet connecting to the Rescue gateway and the technician starting the session.
    • Total Time: the period between when the technician starts and ends a session.
    • Active Time: the amount of time the target computer is either ready to be or being supported.
    • Work Time: the amount of time the technician actively controls the Rescue Technician Console, within a specific session.
    • Hold Time: the amount of time a session is put on hold by the technician.
    • Time in Transfer: the amount of time the session spends being transferred between technicians.
    • Rebooting Time: the amount of time the target computer is in the process of rebooting.
    • Reconnecting Time: the amount of time a session spends trying to reconnect, in the event of an unplanned disconnect.