Remote Assist Activity History
You can go to your case or contact activity history to review the records associated with a Remote Assist (RA) session. If a customer does not join a RA session, note that a record will not be added to the case's activity history.
When there is a case or contact associated with a Remote Assist session, details are added to a separate activity history record. This information includes the connection time and duration, OS version, IP address, and both the agent and client's name (if available). Additional records will be noted if the session is connected or disconnected multiple times. The beginning of the session is the earliest time you can see your client's screen and the end of the session is recorded as the last time your client's screen was visible on your screen.
Note that this activity history record is in addition to the activity history recorded for email, chat, and phone communication.
