Configuring a Privacy Preference Policy for Rescue..........................................................................................87
About the Calling Card Connection Method...........................................................................................................88
Calling Card Setup, Task One: Generate a Calling Card....................................................................................89
Calling Card Setup, Task Two: Give a Technician Group Permission to Deploy the Calling Card................... 89
Calling Card Setup, Task Three: Apply a Calling Card Installer to a Technician Group................................... 90
Calling Card Setup, Task Four: Customize the Calling Card Applet................................................................. 90
Calling Card Setup, Task Four: Customize the Calling Card Applet on a Mac..................................................91
Calling Card Setup, Task Five: Deploy the Calling Card to a Customer's Computer.........................................93
Setting Up External Technician Collaboration........................................................................94
Controlling How Your Technicians Collaborate With External Technicians......................................................... 94
Setting Permissions for External Technicians......................................................................................................... 94
Security and Reporting for External Technician Collaboration.............................................................................. 95
Setting up Scripting.................................................................................................................... 96
Embedded Scripting for Applet and Calling Card.................................................................................................. 96
Centralized Scripting................................................................................................................................................ 96
How to Create a New Script Collection..............................................................................................................97
How to Share a Script Collection with a Technician Group...............................................................................97
How to Modify a Script Collection.....................................................................................................................97
How to Modify a Script in the Collection...........................................................................................................98
Generating Reports..................................................................................................................... 99
How to Generate a Report.......................................................................................................................................99
Customer Survey Report (List All)........................................................................................................................100
Customer Survey Report (Summary).....................................................................................................................101
Customer Survey Issuance Report (List All).........................................................................................................101
Customer Survey Issuance Report (Summary)......................................................................................................102
Performance Report (List All)............................................................................................................................... 102
Performance Report (Summary)............................................................................................................................ 103
Login Report (List All)..........................................................................................................................................104
Login Report (Summary)....................................................................................................................................... 105
Session Report (List All)....................................................................................................................................... 106
Session Report (Summary).....................................................................................................................................108
Chatlog Report........................................................................................................................................................109
How to Delete Chatlogs.....................................................................................................................................110
Collaboration Chat Log Report..............................................................................................................................111
Custom Fields Report.............................................................................................................................................112
Missed Sessions Report (List All).........................................................................................................................113
Missed Sessions Report (Summary)...................................................................................................................... 114
Transferred Sessions Report...................................................................................................................................114
Transferred Sessions - Extended Report................................................................................................................115
Technician Survey Report (List All)..................................................................................................................... 116
Failed Sessions Report (List All)...........................................................................................................................117
Failed Sessions Report (Summary)........................................................................................................................117
Failed Sessions - Extended.................................................................................................................................... 118
External Technician Chatlog Report......................................................................................................................119
Audit Report (List All).......................................................................................................................................... 120
Rebooting/Reconnecting Report.............................................................................................................................122
Technician Status Report....................................................................................................................................... 123
Administrator Status Report...................................................................................................................................124
Integration and API..................................................................................................................125
Setting up Single Sign-On Authentication.............................................................................................................125
Web SSO via SAML 2.0 User Guide (PDF)................................................................................................... 127
Generate API Token...............................................................................................................................................127
Sending Session Data to a URL (Post-to-URL)....................................................................................................128
About Post-to-URL.............................................................................................................................................128
iv Rescue Administrators Guide