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CCPulse+ Templates Overview

Important
CCPulse+ and DMA Reporting Templates have been deprecated in 9.0.0 and will be discontinued in a future release.

CCPulse+ templates come in two groups, Real-time Reporting and Historical Reporting. See the tabs below for descriptions of the templates in each group. To set up and use the Co-browse CCPulse+ templates, see Setting Up Reporting Templates in CCPulse+.

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-browseIntsDuration.xtpl—see the total number and total duration of Co-browse sessions.
  • Co-browseInteractionsExt.xtpl—see the user data (Co-browse session ID, Co-browse start 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-browseIntsDuration.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.
<Object> Statistic Values
Total Interactions Chat with CB Total number of Chat with Co-browse interactions
Chat Total number of Chat interactions
(Chat with CB)/Chat, % Ratio of Total number of Chat with Co-browse interactions as opposed to Chat interactions
Inbound Voice with CB Total number of Inbound Voice with Co-browse interactions
Inbound Voice Total number of Inbound Voice interactions
(Voice with CB)/Voice, Inbound, % Ratio of total number of Inbound Voice with Co-browse interactions as opposed to Inbound Voice interactions
Voice with CB Total number of Voice (Inbound, Internal, Consult) with Co-browse interactions
Voice Total number of Voice interactions
(Voice with CB)/Voice, % Ratio of total number of Voice with Co-browse interactions as opposed to Voice interactions
CB Inbound Total number of Chat and Inbound Voice with Co-browse interactions
CB/(Chat and Voice), Inbound, % Ratio of total number of Chat and Inbound Voice with Co-browse interactions as opposed to Chat and Inbound Voice interactions
CB Total number of Chat and Voice with Co-browse interactions
CB/(Chat and Voice), % Ratio of total number of Chat and Voice with Co-browse interactions as opposed to Chat and Voice interactions
Total Duration CB Duration in Chat, hh:mm:ss Total duration of Co-browse sessions in Chat interactions
Chat Duration, hh:mm:ss Total duration of Chat interactions
CB Duration in Chat/Chat Duration, % Ratio of total duration of Co-browse sessions in Chat as opposed to Chat interactions duration
CB Duration in Voice, hh:mm:ss Total duration of Co-browse sessions in Voice interactions
Voice Duration, hh:mm:ss Total duration of Voice interactions
CB Duration in Voice/Voice Duration, % Ratio of total duration of Co-browse sessions in Voice as opposed to Voice interactions duration


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 (Agent Group)
  • Create Real-Time View V/AG Dynamic Membership (Agent Group)
CoBrowseStartTime CoBrowseSessionId CoBrowseSessionsQuantity
<Agent name> Co-browse session start time Co-browse session ID Co-browse sessions quantity
... ... ... ...
<Agent> Statistic Values
Current Interactions CoBrowseStartTime Co-browse session start time
CoBrowseSessionId Co-browse session ID
CoBrowseSessionsQuantity Co-browse sessions quantity

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

  • CB_AG_HIS.xml — create and activate historical Report layout to collect Co-browse statistics against Agent Group(s) in the reporting databases for the CCPulse+ views using Co-browseAgentsHist.xtpl.
  • CB_INT_HIS.xml — create and activate historical Report layout to collect Co-browse statistics against Agent(s) in the reporting databases for the CCPulse+ views using Co-browseInteractionsHist.xtpl.
  • CB_INT_AG.xml — create and activate historical Report layout to collect Co-browse statistics against Agent Group(s) in the reporting databases for the CCPulse+ views using Co-browseInteractionsHist.xtpl.
  • CB_INT_PG.xml — create and activate historical Report layout to collect Co-browse statistics against Place Group(s) in the reporting databases for the CCPulse+ views using Co-browseInteractionsHist.xtpl.
  • CB_INT_PL.xml — create and activate historical Report layout to collect Co-browse statistics against Place(s) in the reporting databases for the CCPulse+ views using Co-browseInteractionsHist.xtpl.
  • Co-browseAgentsHist.xtpl — see the total number of agents participated in Co-browse sessions.
  • Co-browseInteractionsHist.xtpl — see the total number and total duration of Co-browse sessions.

Data Modeling Assistant Templates

CB_AG_HIS.xml

Object to apply: Agent Group.

GCB-CB AG HIS.jpg

CB_INT_HIS.xml

Object to apply: Agent.

GCB-CB INT HIS.jpg

CB_INT_AG.xml

Object to apply: Agent Group.
The Statistics and Time Profile are the same as in CB_INT_HIS.xml.

CB_INT_PG.xml

Object to apply: Place Group.
The Statistics and Time Profile are the same as in CB_INT_HIS.xml.

CB_INT_PL.xml

Object to apply: Place.
The Statistics and Time Profile are the same as in CB_INT_HIS.xml.

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-browseAgentsHist.xtpl

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

  • Create Historical View.
<Object> Statistic Values
TotalNumber Agents worked on Chat with CB Total number of agents worked on Chat with Co-browse
Agents worked on Chat Total number of agents worked on Chat
Agents worked on inbound Voice with CB Total number of agents worked on Inbound Voice with Co-browse
Agents worked on inbound Voice Total number of agents worked on Inbound Voice
Agents worked on Voice with CB Total number of agents worked on Voice (Inbound, Internal, Consult) with Co-browse
Agents worked on Voice Total number of agents worked on Voice
Agents worked on inbound CB Total number of agents worked on Inbound Voice and Chat with Co-browse
Agents worked on CB Total number of agents worked on Voice and Chat with Co-browse

Co-browseInteractionsHist.xtpl

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

  • Create Historical View
  • Create Historical View for Members (Agent Group).
<Object> Statistic Values
Total Interactions Chat with CB Total number of Chat with Co-browse interactions
Chat Total number of Chat interactions
(Chat with CB)/Chat, % Ratio of Total number of Chat with Co-browse interactions as opposed to Chat interactions
Inbound Voice with CB Total number of Inbound Voice with Co-browse interactions
Inbound Voice Total number of Inbound Voice interactions
(Voice with CB)/Voice, Inbound, % Ratio of total number of Inbound Voice with Co-browse interactions as opposed to Inbound Voice interactions
Voice with CB Total number of Voice (Inbound, Internal, Consult) with Co-browse interactions
Voice Total number of Voice interactions
(Voice with CB)/Voice, % Ratio of total number of Voice with Co-browse interactions as opposed to Voice interactions
CB Inbound Total number of Chat and Inbound Voice with Co-browse interactions
CB/(Chat and Voice), Inbound, % Ratio of total number of Chat and Inbound Voice with Co-browse interactions as opposed to Chat and Inbound Voice interactions
CB Total number of Chat and Voice with Co-browse interactions
CB/(Chat and Voice), % Ratio of total number of Chat and Voice with Co-browse interactions as opposed to Chat and Voice interactions
Total Duration CB Duration in Chat, hh:mm:ss Total duration of Co-browse sessions in Chat interactions
Chat Duration, hh:mm:ss Total duration of Chat interactions
CB Duration in Chat/Chat Duration, % Ratio of total duration of Co-browse sessions in Chat as opposed to Chat interactions duration
CB Duration in Voice, hh:mm:ss Total duration of Co-browse sessions in Voice interactions
Voice Duration, hh:mm:ss Total duration of Voice interactions
CB Duration in Voice/Voice Duration, % Ratio of total duration of Co-browse sessions in Voice as opposed to Voice interactions duration
Example of Co-browseInteractionsHist View.

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This page was last modified on March 2, 2018, at 09:56.