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Command Center Terms and Definitions

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LogMeIn Rescue Command Center

For information on general LogMeIn Rescue terms and definitions, see "Appendix - Session statuses in the Rescue Technician Console" in LogMeIn Rescue Technician Console User Guide.

Available capacity
Total capacity minus active sessions of technicians belonging to the unit being monitored.
Capacity
The number of sessions a technician can handle. Configurable in Rescue Administration Center (value: 1-10).
Total capacity
Total capacity is the sum of the capacity of all the technicians who belong to the organizational unit that is being monitored. For example, for a Technician Group the sum of all the online technicians in the group is calculated. For a label, the calculation considers all Technician Groups assigned to the given label, plus all Technician Groups belonging to the Channels assigned to the label, excluding any technicians whose assignment to a given channel has been revoked.
Used
Total capacity minus Available capacity.
Running
The number of sessions of the given type (private or channel) that have been picked up and are in a status that allows a technician to work with them in the Technician Console.
Waiting
The number of sessions of the given type (private or channel) in waiting status in the Technician Console.
Incoming
The number of sessions of the given type (private or channel) being transferred to the unit being viewed.
Outgoing
The number of sessions of the given type (private or channel) being transferred from the unit being viewed.
Missed
Sessions that reached Waiting status, but did not become Active. This includes:
  • Sessions closed by customer before Pickup
  • Sessions that timed out after Waiting time
    Remember: Waiting session timeout is configurable in the Administration Center. For information, see "How to Set Time-outs and Warnings" in LogMeIn Rescue Administration Center User Guide.
Closed
Sessions that were picked up, and then closed.
Note: Only those sessions are calculated that were closed after the starting time configured in Settings > Reset time. (For details, see section How to Set Monitoring Data Collection Time Period).
Wait time
The length of time the session is in Waiting status. (Pickup time minus Start time)

Wait time average
Average of waiting time calculating sessions in Waiting state.
Wait time max
The longest waiting time calculating sessions in Waiting state.
Handling time
  1. If the session has been picked up and closed: Close time minus Pickup time
  2. If the session has been picked up but has not been closed: Current time minus Pickup time
  3. If the session has neither been picked up nor closed: 0

Handling time average
Average of handling time for all the sessions.
Handling time max
The length of the session with the longest handling time.
ProductLogMeIn Rescue

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