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Attached Data Overview

Co-browse does not have a dedicated type of interaction. Data for reporting must be attached to the primary chat or voice interaction. Almost all data necessary is automatically attached by IWS/WDE plug-ins as described below. The only default Co-browse statistic not automatically attached to the interaction is source/web (key/value).

Important
Please note the following about attached data:
  • CoBrowseDuration is not used for reporting purposes.
  • CoBrowseEndTime was removed from Reporting 8.5.0.

Manually Attached Data

Data for custom statistics should be attached on the browser side with the creation of a primary interaction.

Automatically Attached Data

The table below describes the Co-browse attached data keys. The section Events that Update Co-browse Attached Data describes how the data is updated throughout a co-browse session.

Key Interaction Data Type Attached By Used In Value
source chat String Browser Reporting Source of the interaction.

Values: web (desktop and mobile browsers) or mobile (apps)

Currently, the value is always web.

referrer chat String Browser Reporting URL of the previous page (document.referrer). This value is used to detect what website the customer comes from. The value might be shortened.
url chat String Browser Reporting URL of the page where the chat started (document.location). The value might be shortened.
pageTitle chat String Browser Reporting Title of the page where the chat started (document.title).
CoBrowseAssociated co-browse on chat or voice String GCB plug-in for WDE Reporting Values:
  • Yes—This key is appended to the primary interaction with a value of Yes when an agent joins their first Co-browse session. The value is set to Yes each time a new Co-browse session begins within the same chat.
  • No—The value is set to No when an agent exits a Co-browse session.
CoBrowseSessionsQuantity Co-browse on chat or voice Integer GCB plug-in for WDE Reporting

Value is equal to the number of Co-browse sessions for the current interaction.

If there is more than one Co-browse session for the primary interaction, the value is increased by one with each new Co-browse session.

CoBrowseSessionId Co-browse on chat or voice String GCB plug-in for WDE Reporting The value is the unique Co-browse session ID.
CoBrowseStartTime Co-browse on chat or voice String GCB plug-in for WDE Reporting An epoch of time specified in milliseconds. It is the start of the first Co-browse session for the current primary interaction.
IsCoBrowseDenied

(New in 8.5.003)

Co-browse on chat or voice String GCB plug-in for WDE Pulse Reporting Available values are Yes or No.
  • If the Co-browse session is not allowed to start, IsCoBrowseDenied=Yes is attached if absent or set to Yes if already attached.
  • If the Co-browse session is allowed to start, IsCoBrowseDenied=No is set only if IsCoBrowseDenied is already attached. If IsCoBrowseDenied is absent, it will remain absent.

Events that Update Co-browse Attached Data

This section describes how the attached data is updated throughout a co-browse session.

Agent Joins the First Co-browse Session

The WDE Co-browse plug-in appends the following Co-browse session data to the primary Chat or Voice interaction when an agent joins a session:

Attached Data Data Type Value
CoBrowseAssociated String The initial value is set to Yes.
CoBrowseSessionsQuantity Integer The number of Co-browse sessions for the current interaction.
CoBrowseSessionId String The unique session ID.
CoBrowseStartTime String An epoch of time specified in milliseconds. It matches the start of the first Co-browse session for the current interaction.

Agent Exits

When an agent exits a Co-browse session, the WDE Co-browse plug-in updates the following data:

Attached Data Data Type Value
CoBrowseAssociated String Value is changed to No.
CoBrowseDuration Integer

The duration in seconds for the Co-browse session. Summarized the duration of all Co-browse sessions for the current interaction.

This data is not used in Reporting.

CoBrowseEndTime String

An epoch time specified in milliseconds. The epoch time corresponds to the end of the last Co-browse session for the current interaction.

This data is not used in Reporting 8.5.0.

Agent Joins More Than One Co-browse Session

If there is more than one Co-browse session for the primary interaction, the WDE Co-browse plug-in changes the following attached data with each new Co-browse session:

Attached Data Data Type Value
CoBrowseAssociated String Value is updated to Yes.
CoBrowseSessionsQuantity Integer The number of Co-browse sessions for the current interaction.
CoBrowseSessionId String The unique session ID.

Co-browse Simultaneous Session Limits

Starting with Genesys Co-browse release 8.5.003.04, you can enable one-session limitations and configure the number of simultaneous co-browsing sessions an agent can participate in with the agentSessionsLimit option in the cobrowse section of the Workspace Desktop Edition application.

  • If the Co-browse session is not allowed to start, IsCoBrowseDenied=Yes is attached if absent or set to Yes if already attached.
  • If the Co-browse session is allowed to start, IsCoBrowseDenied=No is set only if IsCoBrowseDenied is already attached. If IsCoBrowseDenied is absent, it will remain absent.
This page was last modified on September 14, 2016, at 10:21.

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