Real-time Reporting

Genesys Co-browse includes the following real-time reporting templates that allow you to:

• Co-browseAgents.xtpl — see the current number of agents participating in Co-browse sessions.
• Co-browseInteractions.xtpl — see the current and daily total number of Co-browse sessions.
• Co-browseInteractionsExt.xtpl — see the user data (Co-browse session ID, Co-browse start time, Co-browse end time, Co-browse sessions quantity) against certain Co-browse session.

CCPulse+ Templates

Important

For CCPulse+ templates to be imported correctly, you must rename each template using the Import/Export Wizard before applying the import procedure.

Co-browseAgents.xtpl

Object to apply: Tenant, Agent Group, Place Group.
Available CCPulse+ Views:

• Create Real-Time View.

Important

For the tenant to be applied correctly, you should select the tenant object together with agent group(s) or place group(s) for the CCPulse+ Real-Time View.

<Object>	Statistic	Values
CurrentNumber	Agents working on Chat with CB	Current number of agents working on Chat with Co-browse
	Agents working on Chat	Current number of agents working on Chat
	Agents working on inbound Voice with CB	Current number of agents working on Inbound Voice with Co-browse
	Agents working on inbound Voice	Current number of agents working on Inbound Voice
	Agents working on Voice with CB	Current number of agents working on Voice (Inbound, Internal, Consult) with Co-browse
	Agents working on Voice	Current number of agents working on Voice
	Agents working on inbound CB	Current number of agents working on Inbound Voice and Chat with Co-browse
	Agents working on CB	Current number of agents working on Voice and Chat with Co-browse

Co-browseInteractions.xtpl

Object to apply: Tenant, Agent Group, Place Group, Place, Agent.
Available CCPulse+ Views:

• Create Real-Time View
• Create Real-Time View for Members
• Create Real-Time View V/AG Dynamic Membership.

Important

For the tenant to be applied correctly, you should select the tenant object together with any other valid object(s) (agent group, place group, place, agent) for the CCPulse+ Real-Time View.

<Object>	Statistic	Values
Current Interactions	Chat with CB Handling	Current number of Chat with Co-browse interactions
	Chat Handling	Current number of Chat interactions
	(Chat with CB)/Chat, %	Ratio of current number of Chat with Co-browse interactions as opposed to Chat interactions
	Inbound Voice with CB Handling	Current number of Inbound Voice with Co-browse interactions
	Inbound Voice Handling	Current number of Inbound Voice interactions
	(Voice with CB)/Voice, Inbound, %	Ratio of current number of Inbound Voice with Co-browse interactions as opposed to Inbound Voice interactions
	Voice with CB Handling	Current number of Voice (Inbound, Internal, Consult) with Co-browse interactions
	Voice Handling	Current number of Voice interactions
	(Voice with CB)/Voice, %	Ratio of current number of Voice with Co-browse interactions as opposed to Voice interactions
	CB Inbound Handling	Current number of Chat and Inbound Voice with Co-browse interactions
	CB/(Chat and Voice), Inbound, %	Ratio of current number of Chat and Inbound Voice with Co-browse interactions as opposed to Chat and Inbound Voice interactions
	CB Handling	Current number of Chat and Voice with Co-browse interactions
	CB/(Chat and Voice), %	Ratio of current number of Chat and Voice with Co-browse interactions as opposed to Chat and Voice interactions
Total Interactions	Chat with CB Total	Total number of Chat with Co-browse interactions
	Chat Total	Total number of Chat interactions
	(Chat with CB)/Chat,Total, %	Ratio of Total number of Chat with Co-browse interactions as opposed to Chat interactions
	Inbound Voice with CB Total	Total number of Inbound Voice with Co-browse interactions
	Inbound Voice Total	Total number of Inbound Voice interactions
	(Voice with CB)/Voice, Inbound Total, %	Ratio of total number of Inbound Voice with Co-browse interactions as opposed to Inbound Voice interactions
	Voice with CB Total	Total number of Voice (Inbound, Internal, Consult) with Co-browse interactions
	Voice Total	Total number of Voice interactions
	(Voice with CB)/Voice,Total, %	Ratio of total number of Voice with Co-browse interactions as opposed to Voice interactions
	CB Inbound Total	Total number of Chat and Inbound Voice with Co-browse interactions
	CB/(Chat and Voice), Inbound Total, %	Ratio of total number of Chat and Inbound Voice with Co-browse interactions as opposed to Chat and Inbound Voice interactions
	CB Total	Total number of Chat and Voice with Co-browse interactions
	CB/(Chat and Voice), Total,%	Ratio of total number of Chat and Voice with Co-browse interactions as opposed to Chat and Voice interactions

Co-browseInteractionsExt.xtpl

Object to apply: Agent Group, Place Group, Place, Agent.
Available CCPulse+ Views:

• Create Real-Time View
• Create Real-Time View for Members
• Create Real-Time View V/AG Dynamic Membership.

	CoBrowseStartTime	CoBrowseSessionId	CoBrowseEndTime	CoBrowseSessionsQuantity
<Agent name>	Co-browse session start time	Co-browse session ID	Co-browse session end time	Co-browse sessions quantity
...	...	...	...	...

<Agent>	Statistic	Values
Current Interactions	CoBrowseStartTime	Co-browse session start time
	CoBrowseSessionId	Co-browse session ID
	CoBrowseEndTime	Co-browse session end time
	CoBrowseSessionsQuantity	Co-browse sessions quantity