Co-browse Attributes

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This topic is part of the manual Genesys CX Insights Multicloud Projects Reference Guide for version Current of Reporting.

Attributes that you can use to build co-browse-related reports.


Important
Use this document for Genesys CX Insights Multicloud deployments. For information relevant to Genesys CX Insights on-premises deployments, see the corresponding page in the Genesys CX Insights on-premises Projects Reference Guide.

The Co-browse folder contains numerous attributes that you can use to build Co-browse-related reports.

Note the following:

  • When creating attributes, any forms you create must have a one-is-to-one mapping relationship. For example, an attribute that represents the name of a customer can have only one phone number form associated with it.
Important
Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

The following Attributes are available in this folder and are described on this page.



Folder: Co-browse

Attribute name: Co-browse Duration

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the session duration.
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Attribute name: Co-browse End Time

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which the Co-browse session ended.
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Attribute name: Co-browse Session ID

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the identifier of the Co-browse session, as reported by Co-browse Server.
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Attribute name: Co-browse Start Time

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which the Co-browse session started.
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Attribute name: Handling Agent Name

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the name of the Agent who assisted the customer in the co-browse session. This attribute show all Agents regardless of Dynamic Access Restriction filters.
Form(s): User Name, Last Name, First Name, Employee ID
Forms in this attribute:
Form: Employee ID

Table.Column: RESOURCE_A.EMPLOYEE_ID
Data type: Text

Description: Enables data to be organized by the Employee ID of the agent who is associated with the interaction.
Form: First Name

Table.Column: RESOURCE_A.AGENT_FIRST_NAME
Data type: Text

Description: Enables data to be organized by the first name of the agent who is associated with the interaction.
Form: Last Name

Table.Column: RESOURCE_A.AGENT_LAST_NAME
Data type: Text

Description: Enables data to be organized by the last name of the agent who is associated with the interaction.
Form: User Name

Table.Column: RESOURCE_A.RESOURCE_NAME
Data type: Text

Description: Enables data to be organized by the user name of the agent who is associated with the interaction.
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Attribute name: Interaction Duration

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the duration of the interaction, which is calculated as the difference between the start and end timestamps of the interaction.
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Attribute name: Interaction End Time

Folder: Co-browse
Description: Enables data to be organized by the calendar date and time when the interaction ended. Identical to Detail > Handling Attempt > End Timestamp.
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Attribute name: Interaction ID

Folder: Co-browse
Description: Enables data to be organized by the interaction ID of the INTERACTION_FACT or the INTERACTION_RESOURCE_ FACT table.
  • For voice interactions, the Interaction ID is the call’s connection ID, which is assigned by the telephony server. This ID remains unchanged for as long as the telephony server processes the interaction.
  • For multimedia interactions originating from an Interaction Server, this value is the assigned Interaction ID.
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Attribute name: Interaction Start Time

Folder: Co-browse
Description: Enables data to be organized by the moment when the interaction began. Identical to Detail > Start Timestamp.
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Attribute name: Irf Anchor

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the first resource that handled an interaction. (Or the resource in which the interaction was abandoned or stopped, if no resource handled the interaction.)
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Attribute name: Last Queue

Folder: Co-browse
Description: Enables data to be organized by the name of the last queue in which the interaction traveled before it was handled. This attribute excludes virtual queues. Identical to Detail > Transfer > Source Last Queue.
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Attribute name: Last Queue Key

Folder: Co-browse
Description: Enables data to be organized by the primary key of the last queue in which the interaction traveled before it was handled. Excludes virtual queues.
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Attribute name: Last VQueue

Folder: Co-browse
Description: Enables data to be organized by the name of the last virtual queue in which the interaction traveled before it was handled.
Form(s): Last VQueue Type
Forms in this attribute:
Form: Last VQueue Type

Table.Column: RESOURCE_VQ.RESOURCE_SUBTYPE
Data type: Text

Description: Enables data within the reporting interval to be organized by the type of virtual queue. Adding this detail to a report has a significant impact on performance.
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Attribute name: Last VQueue Key

Folder: Co-browse
Description: Enables data to be organized based on the resource key of the last virtual queue that the interaction passed through prior to arriving at the IRF resource, whether the interaction was distributed directly from this virtual queue or through another mediation resource.
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Attribute name: Media Server Ixn Guid

Folder: Co-browse
Description: Enables data to be organized by the globally unique identifier of the interaction as reported by the interaction media server. This identifier may not be unique.
  • T-Server voice interactions: the GUID is the Call UUID.
  • Multimedia interactions: the GUID is the Interaction ID from Interaction Server.
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Attribute name: Mode

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the mode that is used during a given segment of the Co-browse session: POINTER, WRITE, or UNKNOWN.
  • In POINTER mode, the agent observes while the customer browses the web page.
  • In WRITE mode, the agent can actively click or enter data on the web page.
  • In a single Co-browse session, an agent can switch between the two modes; each switch is recorded as a separate segment within a single Co-browse session.
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Attribute name: Mode End Time

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which a mode ended.
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Attribute name: Mode Key

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the surrogate key that is used to join the COBROWSE_MODE dimension to the fact table, to identify modes uses in the Co-browse session.
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Attribute name: Mode Start Time

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which a mode started.
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Attribute name: Page End Time

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which a page visit ended.
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Attribute name: Page Key

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the surrogate key that is used to join the COBROWSE_PAGE dimension to the fact table, to identify characteristics of the pages visited in the Co-browse session.
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Attribute name: Page Start Time

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which a page visit started.
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Attribute name: Page Title

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the title of the web page shared in the Co-browse session.
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Attribute name: Page Url

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the URL of the web page visited in the Co-browse session.
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Attribute name: Resource Agent Key

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the ID of the agent who is associated with the interaction.
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Attribute name: Start Date Time Key

Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the 15-minute interval in which the Co-browse session began.
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