This report returns cumulative data for all sessions conducted by members of the selected unit during the selected period.

Number of Sessions

The total number of sessions handled. Data type: Integer. Data length: unspecified.

Average Session Time

The average length of sessions. Total Session Time divided by Number of Sessions. Data type: DateTime. Data length: unspecified.

Total Session Time

The cumulative length of all sessions. Data type: DateTime. Data length: unspecified.

Average Pick-up Time

The average elapsed time between the beginning of Waiting status and session start by the technician. From the customer's perspective, this is the amount of time the customer sees the message Waiting for a technician. Data type: DateTime. Data length: unspecified.

Total Pick-up Time

For all sessions, the total elapsed time between the beginning of Waiting status and session start by the technician. Data type: DateTime. Data length: unspecified.

Average Active Time

The average time 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.

Total Active Time

For all sessions, the total time 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.

Average 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.

Total Work Time

Total Technician Console utilization time during all sessions. Data type: DateTime. Data length: unspecified.

Average Hold Time

The average time in Hold status. Data type: DateTime. Data length: unspecified.

Total Hold Time

The total time in Hold status. Data type: DateTime. Data length: unspecified.

Average Transfer Time

The average time in Transfer status. Data type: DateTime. Data length: unspecified.

Total Transfer Time

The total time in Transfer status. Data type: DateTime. Data length: unspecified.

Average Rebooting Time

The average time in Rebooting status. Data type: DateTime. Data length: unspecified.

Total Rebooting Time

The total time in Rebooting status. Data type: DateTime. Data length: unspecified.

Average Reconnecting Time

The average time in Reconnecting status. Data type: DateTime. Data length: unspecified.

Total Reconnecting Time

The total time in Reconnecting status. Data type: DateTime. Data length: unspecified.

Longest Session Time

The length of the longest single session. Data type: DateTime. Data length: unspecified.

Number of Missed Sessions

The number of sessions that were never picked up (that is, sessions that never entered Active status). Data type: Integer. Data length: unspecified.