Reporting

You can run a report for your team and export the details for all users, a single user, by role, or by least active users.

To run a team activity report, follow these steps:

  1. Go to the Activity tab.

Reporting Reporting

  1. When you click on the Activity tab, it will automatically provide you a team session report for today. Reporting Reporting
  2. You can change the date range of the session report to:
  • Today
  • Yesterday
  • Last 7 days
  • Current month report
  • Last month’s report
  • Two months ago
  • Three months ago
  • Four months ago
  • Custom date range Reporting Reporting

Here is an example of selecting a Custom Date Range Reporting Reporting

  1. Select which report option you would like to View or Export:

  • Sessions by Type: You can Export the report via type or all. Click on the Total number to see a breakdown of each session. You can see the duration, how many participants, if video or screenshare was used, etc. Reporting Reporting

  • Sessions by Subscriber Role: You can Export the report via role or summary of all roles. Reporting Reporting

  • Sessions by Subscriber: You can Export the report by single subscriber, all, or summary. Reporting Reporting

  • Least Active Subscribers (No sessions or low 5%): You can Export all or summary. Reporting Reporting

Report Session Problems (For Cobrowse Only)

This feature is enabled for Cobrowse only, agents may report any oddities while cobrowsing. Some examples include: page loaded slowly, screen froze, and I didn’t see the images the customer was seeing. By reporting session problems, Glance can help troubleshoot with you to improve your agent/customer experience.

Events are also added through the AddCallReport API when an agent navigates to an unapproved website during a session.

To use Session Problem Reports:

  1. Under the Activity tab, select the Session Problem Reports. Reporting Reporting

    Info

    If no problems have been reported, the Session Problem Reports section will not be visible.

  2. Once you have expanded the Session Problem Reports section, the report will automatically display the last 30 days. It is broken down into two sections:

  • Summary by Issue: To view the summary of an issue, click on the Number to the left of the issue. Once clicked, it will return a summary on this single issue.
  • Summary by Page: To view the summary of a specific page, click on the Number to the left of the page issue. Once clicked, it will return a summary of the issues on that particular page.

The summary will look like this: Reporting Reporting

Export Reports

To get the most out of the data, Glance recommends exporting the details into a CSV (comma-separated values) file. You can view and analyze CSV files with Excel or another spreadsheet program.

After you have run the report, click Export Detail or Export The Summary. Reporting Reporting