Support.com Cloud includes the following device metrics:
- Time to Connect: Amount of time spent attempting to connect to a consumer’s device. This metric only considers time where, based on the user's selections in Step 1 and Step 2 (see Start a New Remote Connection and Path - opens a new article), a remote connection to a device is required to complete Step 3 and begin service. Time is included regardless of whether the connection was successfully established or not.
- Connection Duration: Amount of time that a device was remotely connected. Unlike the Handle Time metric, this metric does not consider whether a user was active or not. This metric does include all time during which there was a successful remote connection.
- Connection Rate: Percent of devices to which Agents are able to establish a remote connection. This metric only considers cases where, based on the agent's selections in Step 1 and Step 2 (see Start a New Remote Connection and Path - opens a new article), a remote connection to a device is required to complete Step 3 and begin service, and is calculated as the percentage of successful connections to total connection attempts.
- Workflow Utilization: Percentage of devices on which a Path was used to deliver service by running through Steps (as opposed to only using a remote connection without necessarily following Steps).
Note: Devices that have a low Workflow Utilization are good candidates for identifying top consumer issues and building one or more Path(s) to address these problems.