Using Attached Data for Reporting
Almost all attached data is used in the statistics and filters for Stat Server Application configuration. The following statistics and filters are included in the StatProfile.cfg file (located in the Genesys Co-browse Sample Reporting Templates root directory):
[Agents_CurrentNumber]
Category=CurrentNumber
Description=Current number of agents working with interactions
MainMask=CallInternal,CallConsult,CallInbound
Objects=GroupAgents,GroupPlaces
Subject=DNStatus
[Agents_CurrentNumber_Inbound]
Category=CurrentNumber
Description=Current number of agents working with inbound interactions
MainMask=CallInbound
Objects=GroupAgents,GroupPlaces
Subject=DNStatus
[Agents_MaxNumber]
Category=MaxNumber
Description=Max number of agents worked with interactions
MainMask=CallInternal,CallConsult,CallInbound
Objects=GroupAgents,GroupPlaces
Subject=DNStatus
[Agents_MaxNumber_Inbound]
Category=MaxNumber
Description=Max number of agents worked with inbound interactions
MainMask=CallInbound
Objects=GroupAgents,GroupPlaces
Subject=DNStatus
[CurrentExAgentState]
Category=CurrentState
MainMask=*
Objects=Agent
Subject=DNAction
[Interactions_CurrentHandling]
Category=CurrentNumber
Description=Current number of interactions handling
MainMask=InteractionHandling
Objects=Agent,GroupAgents,GroupPlaces,Place
Subject=DNAction
[Interactions_Current_Inbound]
Category=CurrentNumber
Description=Current number of inbound interactions handling
MainMask=CallInbound
Objects=Agent,GroupAgents,GroupPlaces,Place
Subject=DNAction
[Interactions_TotalHandled]
Category=TotalNumber
Description=Total number of interactions handled
MainMask=InteractionHandling
Objects=Agent,GroupAgents,GroupPlaces,Place
Subject=DNAction
[Interactions_Total_Inbound]
Category=TotalNumber
Description=Total number of inbound interactions handled
MainMask=CallInbound
Objects=Agent,GroupAgents,GroupPlaces,Place
Subject=DNAction
[Interactions_TotalDuration]
Category=TotalTime
Description=Total time of interactions handled
MainMask=InteractionHandling
Objects=Agent,GroupAgents,GroupPlaces,Place
Subject=DNAction
[Filters]
Chat_Co-browse=PairExists("CoBrowseAssociated","*") & PairExists("MediaType","chat")
Chat_Co-browseAlive=PairExists("CoBrowseAssociated","Yes") & PairExists("MediaType","chat")
ChatInteraction=PairExists("MediaType","chat")
Co-browse=PairExists("CoBrowseAssociated","*")
Co-browseAlive=PairExists("CoBrowseAssociated","Yes")
VoiceCallInteraction=PairExist("MediaType", "voice") | (MediaType=voice)
Voice_Co-browse=PairExists("CoBrowseAssociated","*") & (PairExists("MediaType","voice") | (MediaType=voice))
Voice_Co-browseAlive=PairExists("CoBrowseAssociated","Yes") & (PairExists("MediaType","voice") | (MediaType=voice))
CoBrowseSessionId=PairExists("CoBrowseSessionId","*")
CoBrowseStartTime=PairExists("CoBrowseStartTime","*")
CoBrowseEndTime=PairExists("CoBrowseEndTime","*")
CoBrowseSessionsQuantity=PairExists("CoBrowseSessionsQuantity","*")
These statistics and filters are specified in the real-time and historical templates located in the "runtime" and "historical" folders. For details, see the Co-browse Reporting Templates.
Currently, the following attached data is not used for Reporting purposes:
- CoBrowseDuration
You can customize the Co-browse Reporting Templates and the statistics and filters to suit your needs. You can also create your statistics and filters using Co-browse-related data or any other data attached to the Primary interaction. The statistics and filters you create can then be used in the existing reporting templates or you can create your own templates. For details, refer to the following documents: