Jump to: navigation, search

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
This page was last modified on January 14, 2014, at 05:28.

Feedback

Comment on this article:

blog comments powered by Disqus