Remote Control Reports

Remote Control Reports help administrators monitor and evaluate remote session activity across the platform. These out-of-the-box reports offer clear, actionable data on both devices and operators, using filters specific to Remote Control events. By showing key metrics like total sessions and success rates, Remote Control Reports give teams the information they need to improve support operations, identify issues, and make informed decisions. Use these reports to drive proactive support management and boost overall performance.

Creating reports

You can create a report either from the Reports > Create New Report menu item, or by clicking Create New Report on the Reports page.

The following report templates are available for Remote control reports:

  • Remote Control by Device: Use this report to view remote control sessions. The report includes the timestamp, operator, device name, and session status.

  • Remote Control by Operator: Use this report to view remote control activity grouped by operator. The report shows the number of sessions initiated, the number of devices accessed, and the connection success rate.

To create a report:

  1. Click Create New Report.
    The Select Report page appears.

  2. Choose the required Neurons feature tab, and then select the report template.

  3. Click Next.
    The Report Details page appears.

  4. Enter a Report Name and Description.

  5. Select the format in which you want to export the report.

  6. Select one of the following to set the schedule on which you want to generate the report.

    1. On demand only – Select this option to generate the report when needed.

    2. Recurring schedule – Select this option to set the recurring schedule to automatically generate reports. Perform the following to set the schedule.

      1. Start date: Type the date or click the date list to pick the date from a calendar.

      2. Recur every: Schedules the task to recur periodically. Select Day, Week, or Month from the list to choose how often the report is to be generated. It repeats at the time set above.

        For daily recurrence:

        1. In the Recur every field, enter the number of days between each report (for example, enter “1” to run daily).

        2. In the interval drop-down, select Day.

        3. In the at field, set the time you want the report to generate.

        For weekly recurrence:

        1. In the Recur every field, enter the number of weeks between each report.

        2. In the at field, set the time you want the report to generate.

        3. Under the days of the week options, select each day you want the report to run.

        For monthly recurrence:

        1. In the Recur every field, enter the number of months between each report.

        2. In the interval drop-down, select Month.

        3. In the at field, set the time you want the report to generate.

          Choose either:

        • on date: Select the day of the month for the report to run (for example, “1” for the first day of the month),

        • on the: Select the week (for example, “First”), the weekday (for example, “Tuesday”), and optionally add a delay of days after the selected date.

      3. In the When should the schedule end? section, select one of the following options:

        • End by: Select this option and enter the end date. The system will stop the schedule on this date.

        • End after: Select this option and enter the number of report instances. The system will end the schedule after generating the specified number of reports.

        • No end date: Select this option to keep the schedule running indefinitely.

  7. Click Next.
    The Filters page appears.

  8. Set the date you want to include data up to in Status as of.

  9. Select the session scope

    Choose one of the following options:

    • Select remote control sessions: Report on specific sessions.

    • All remote control sessions: Report on all available sessions.

  10. Set remote control filters (optional)

    • To view only failed sessions, select the Show failed remote control sessions only checkbox.

  11. Specify filter criteria (optional)

    • In the Device name(s) field, enter the device name or use the search to select one or more devices.

    • In the Device group(s) field, enter the device group name or use the search to select one or more groups.

    • In the Operator field, enter the operator’s name or use the search to select an operator.

  12. Click Next.
    The Share reports page appears.

  13. Select the recipients to share the reports.

  14. Click Submit.
    The report request is submitted, and the Reports page appears with your report added to the top.

Reports are limited to a million rows in the output and will fail to build if this limit is exceeded.
If you want to receive a report as an email, when you generate a report, you have to add your email ID in the recipient list.
You can also share the reports with the members having access to Neurons platform.

Important Notes

  • Scopes are not supported for remote control reports.

  • Only the past three months of data are available.

  • Remote control reports track session initiation events only. Session connection status and full session details may not be captured. As a result, reports include initiation events, but may not reflect all connection outcomes.

  • Device group data is available only for reports starting April 1, 2026. When applying device group filters, select a date range on or after this date.

  • Remote Control by Device reports that cover dates before April 1, 2026 will not include device hyperlinks in PDF or Excel exports. If you export a report for these dates, device hyperlinks do not appear in the downloaded files.