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.
Article last updated: 27 September, 2022