Co-browse Detail Report
From Genesys Documentation
This topic is part of the manual Work with Genesys CX Insights Reports for version Current of Reporting.
Contents
Assess agent handling of contact center interactions that include Co-browse sessions.
Related documentation:
RSS:
Use the (Co-browse folder) Co-browse Detail Report to view segment-related details pertaining to agent handling of contact center interactions that include Co-browse sessions. The report provides detailed information about Co-browse sessions, including durations, browsing modes, and pages visited.
Important
This report is available on request; talk to your Genesys representative about making it available for you to use.Understanding the Co-browse Detail Report
This report provides detailed information about Co-browse sessions, on an agent-by-agent bases, including Interaction durations, Co-browse session durations, Co-browse modes, and details about the pages visited.
To get a better idea of what this report looks like, view sample output from the report:
The following tables explain the prompts you can select when you generate the report, and the metrics and attributes represented in the report:
Prompts for the Co-browse Detail Report
All prompts in this report are optional; run them with no value to return all available data.
| Prompt | Description |
|---|---|
| Pre-set Day Filter | Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values. |
| Start Time | Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None. |
| End Time | Choose the day and time at which to stop collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None. |
| Agent Name | Choose an agent on which to focus the report. |
| Last Queue | From the list, choose a queue on which to focus the report. The report will include only interactions that traveled through the selected queue immediately before the interaction was handled. |
| Last VQueue | From the list, choose a virtual queue on which to focus the report. The report will include only interactions that traveled through the selected queue immediately before the interaction was handled. |
| Media Type | Optionally, select the type of media to include in the report—for example, VOICE or CHAT. |
| Interaction ID | Optionally, select an Interaction ID on which to focus the report. |
Attributes used in Co-browse Detail Report
| Attribute | Description |
|---|---|
| Media Type | This attribute enables data within the reporting interval to be organized by the media type from which the Co-browse session was initiated (voice or chat). |
| Handling Agent Name | This attribute enables data within the reporting interval to be organized by the name of the Agent who assisted the customer in the co-browse session. |
| Queue | This attribute enables data within the reporting interval to be organized by the Queue from where the Co-browse interaction was routed to an agent. Co-browse is a part of the voice or chat interaction, so technically the primary interaction routed is voice or chat. |
| VQueue | This attribute enables data within the reporting interval to be organized by the Queue from where the Co-browse interaction was routed to an agent. Co-browse is a part of the voice or chat interaction, so technically the primary interaction routed is voice or chat. |
Metrics used in the Co-browse Detail Report
| Metric | Description | Metric source |
|---|---|---|
| Interaction ID | Interaction ID of the voice or chat. | INTERACTION_FACT_GI2.INTERACTION_ID |
| Interaction Start Time | Interaction Start Time of the voice or chat. | INTERACTION_FACT_GI2.START_TS_TIME |
| Interaction End Time | Interaction End Time of the voice or chat. | INTERACTION_FACT_GI2.END_TS_TIME |
| Interaction Duration | The duration of the interaction that started and ended. | Calculated as interaction end time minus interaction start time (END_TS - START_TS). |
| Co-browse Session ID | The unique identifier of the Co-browse session. | COBROWSE_FACT_GI2.SESSION_TOKEN |
| Co-browse Start Time | The time when the Co-browse session started. Each interaction can contain multiple Co-browse sessions. | COBROWSE_FACT_GI2.SESSION_START_TIME |
| Co-browse End Time | The time when the Co-browse session ended. Each interaction can contain multiple Co-Browse sessions. | COBROWSE_FACT_GI2.SESSION_END_TIME |
| Co-browse Duration | The duration of the co-browse session. | Calculated as Co-browse session end time minus Co-browse session start time (SESSION_END_TIME_TS - SESSION_START_TIME_TS). |
| Mode Start Time | The start time of the mode in the Co-browse session. A Co-browse session can contain multiple mode sessions. | COBROWSE_FACT_GI2.SEGMENT_START_TIME |
| Mode | The mode (POINTER or WRITE) that was used in the session. In POINTER sessions, the agent observes while the caller browses the web page, whereas in WRITE sessions, the agent can actively click or enter data on the web page. | COBROWSE_MODE.SEGMENT_MODE |
| Mode End Time | The end time of the mode in the Co-browse session. A Co-browse session can contain multiple mode sessions. | COBROWSE_FACT_GI2.SEGMENT_END_TIME |
| Page Start Time | The time when the page was loaded or reloaded during the Co-browse session. | COBROWSE_FACT_GI2.PAGE_START_TIME |
| Page Title | The title of the Web page on which the Co-browse session happens. The report shows one entry for each page co-browsed during the session. | COBROWSE_PAGE.PAGE_TITLE |
| Page URL | The URL of the Web page on which the Co-browse session happens. The report shows one entry for each page co-browsed during the session. | COBROWSE_FACT_GI2.PAGE_START_TIME |
| Page End Time | The time when the Co-browse session moved to the next page, or ended. | COBROWSE_FACT_GI2.PAGE_END_TIME |
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