Reports: Report on Session and Presentation Activity

Reports > Support

Reports :: Support

Administrators and privileged users can generate broad, comprehensive reports and also apply specific filtering to customize reported information based on clear-cut needs.

Generate activity reports according to four separate Report Types: Session, Summary, Customer Exit Survey, and Representative Exit Survey. In addition, filter reports by such criteria as Session ID or Sequence Number, Date Range, Customer, Representative, Team or Embassy, Public Site, or External Key.

Apply filtering options as needed to derive more customized reports from the four basic report types. If you have an external ticketing system or CRM integration, quickly filter by Session ID or Sequence Number. You may also report on sessions handled within a specific team, or by all representatives within a team including sessions that were never associated with the specified team. Reports can be further limited either by a specified number of days or by a start and end date.

Filters

Enable one or more filters as you wish, but only sessions that match all filters selected will be shown.

  • Session ID or Sequence Number – this unique identifier requires that you specify the ID (LSID) or sequence number for the single session you seek. You cannot combine this filter with others.
  • Date Range – select the beginning date and the end date or duration.
  • Customer – specify Name, Company Name, Public IP, or Private IP.
  • Representative – use the dropdown to choose the type of representative participation you want to include.
  • Team/Embassy – use the dropdown to choose the type of team or Embassy participation you want to include.
  • Public Site – filter to focus your reporting on a specific public site.
  • External Key – filter to report sessions that used the same specific external key.

Support Session Report

Session reports detail a record of the full chat transcript, the number of files transferred, and the permissions requested and granted. Other information includes the public site through which the session was run, session duration, local and remote computer names and IP addresses, and remote system information (if enabled). Reports can be viewed online or downloaded to your local system.

If session recording is enabled, view a Flash video playback of individual sessions, including annotation of who was in control of the mouse and keyboard at any given point during the session. Similarly, if Show My Screen recording is enabled, view and download videos of the representative's system during a Show My Screen session. If command prompt recording is enabled, you can also view a recording of all command shells run during the session. If presentation recording is enabled, reports run on presentations will also include a Flash video of the presentation. All recordings are stored on the Bomgar Appliance in a raw format and are converted to FLV when viewed or downloaded.

Summary reports provide an overview of activity over time, categorized by representative, team, or public site. Statistics include the total number of sessions run, the average number of sessions per weekday, and the average duration of sessions. Customer and Representative Exit Surveys allow you to view reports of answers to your custom exit surveys, delimited by public site. A column will be added for each question you include on your surveys and will be titled according to the name designated in the Report Header field. For multiple-choice questions, the Logged Value will be displayed as the answer.

Reports :: Team/Embassy Activity

The Team/Embassy Activity section allows you to choose dates and duration, specified by team or Embassy.

 

Reports > Presentation

Reports :: Presentations

From the Presentation page, run reports on presentations that have been given.

 

Reports > Presentation

Reports :: Peak Utilization Report

From the Licensing page, run reports on peak license usage times. Data is added to this report when at least 90% of your Bomgar licenses are in use. You can run reports based on hour, day, or month.