In the customer support function in the back office, the user is seeing that the same transaction is giving different information in the User History vs. the Activity History, which in this case is an authentication.
(word doc also attached with these screen shots)
This is just due to the different presentation of the data for the same transaction.
In the Activity History we see that the transactions (authentications) are listed as being 'failed' while
in the User History we see that the corresponding transactions as being listed as 'Not Performed'.
The reason for these differences is that Activity History is giving the basic details as the transaction failed, while the User History provides more details, providing that the transaction has failed because it was 'never performed'. (which is a valid reason for a failed authentication result, it means the authentication flow was never initiated, RSA was waiting for a response and it never came)