DeskGate reporting help

Support Chart

Review support-session patterns using the current administrator support report.

Current report example

Actual DeskGate support activity interface. Open for original size. Example records are demonstration data.

Top: administrator and service scope

From, To, Admin, Service type and Group narrow the review. Use the service involved in the known support task.

Summary: check incomplete pairs

Connected durations use paired start and end events. Incomplete event pairs are excluded from duration totals and shown separately.

Session details: confirm the event

Compare source, target, service, start and end with an authorized task. Connected time is not ticket-resolution time.

Use the current support workflow

For support workload analysis, use Admin Support Activity. The screenshot shows the current report, not a legacy chart-type selector. Filter dates, administrator, service and group before reading the summary.

Understand the measures

Review sessions, connected time and incomplete records together. Connected time is derived from paired start/end events; incomplete pairs are excluded from duration totals. A frequently supported user may need follow-up, but the count alone does not identify the cause.

Share a scoped PDF

Use Download PDF in the documented report and verify its filters. Do not interpret session count as service quality or connected time as ticket-resolution time. The current walkthrough does not require an Excel export.