Tip #43 - Track, Review, and Analyze Your Assist Sessions with Reports-'Insider Insights'

Did you know you can generate detailed reports for both remote support sessions and unattended access sessions in Zoho Assist? This makes it easy to monitor technician activity, measure efficiency, and review customer interactions. Let us now take a closer look at the report feature in detail. 

In a busy support environment, keeping track of past remote support sessions and unattended access sessions is as crucial as fixing things on the fly. That's why Zoho Assist provides an exclusive Reports feature, which helps you easily monitor activity, see how you're doing, and plan for the future. If you're interested in reviewing technician performance, session length, or customer calls, Reports puts all the information at your fingertips.

To get started with the reports, navigate to Reports from the top menu bar. From the sidebar, choose your preferred report type—session count, duration, technician-based, or service queue. Apply filters to narrow down results. You can search by customer email, IP address, operating system, or even choose a custom date range.

Types of reports for both Remote Support and Unattended Access:

Session Count Reports: Track the total number of remote support or unattended sessions conducted during a specific time period.

Session Duration Reports: See how long each session ran with flexible ranges—last 7 days, 30 days, 180 days, or a user-defined date range.

Technician Session Count Reports: Easily track how many sessions each technician has hosted within a chosen timeframe. Compare the results in a pie chart or bar chart to easily compare activity across your team.

Technician Session Duration Reports: Get a clear picture of how much time technicians spend on sessions. Use filters to see individual or group data, and even by inbound or outbound sessions for more insight.

Service Queue Reports: View details of sessions requested via the self-service portal, such as department name, request status, and session start time.

With Reports, you can:

• View past sessions easily – Get instant access to information about every session you’ve conducted, including start and end times, customer details, and operating system.

• Analyze trends visually – Select from several views such as charts and graphs to gain a clearer understanding of support patterns.

• Download and share reports – Export your data in CSV or PDF format for offline viewing, record-keeping, or monitoring by teams.

By eliminating the need for manual tracking and analysis, Zoho Assist’s Reports feature helps you save time, improve monitoring, and make data-driven decisions. Whether you’re auditing sessions for compliance, measuring technician productivity, or identifying customer support patterns, Reports equips you with the right insights to act with confidence.

Try it out and let us know how it’s helping your team improve session management! If you need help setting up or have any questions, feel free to reach out to us at support@zohoassist.com — we’re here to help.

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