Default Value: No default value
Valid Values: none. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA.
Changes Take Effect: After restart of the aggregation process.
Instructs RAA to enable the Co-browse table (AGT_COBROWSE_AGENT). To have RAA exclude Co-browse data, remove this option from this section.
Default Value: No default value
Valid Values: Any valid host:port combination that identifies a Kafka server in the cluster
Changes Take Effect: On the next ETL cycle
Specifies the location of the Kafka broker(s) in the cluster, in the form of host:port. If there are multiple servers, use a comma-separated list.
bootstrap.servers is a standard Kafka consumer option. The option is mandatory for Genesys Info Mart, as a Kafka consumer, to know where to connect for the initial connection to the Kafka cluster. In high availability (HA) deployments, Genesys recommends that you list all the brokers in the cluster.
For more information about the bootstrap.servers option, see the Apache Kafka documentation (https://kafka.apache.org/documentation#consumerapi).
Integrating Genesys Co-browse with Genesys Historical Reporting
This page describes the component and configuration requirements to enable historical reporting on Genesys Co-browse activity in your deployment.
Overview: Genesys Co-browse reporting process
- After a co-browse session is finished, Genesys Co-browse produces a reporting event, which it sends to Apache Kafka in a topic named all-cobrowse-historical. For more information about the reporting event attributes, see Reporting event attributes, below.
- On a regular schedule, Genesys Info Mart extracts the Genesys Co-browse data from the Kafka data stream and transforms it into the COBROWSE_FACT table and its supporting dimensions in the Info Mart dimensional model. For more information about the Info Mart database tables, see the Genesys Info Mart Physical Data Model for your RDBMS. For more information about managing the Genesys Info Mart ETL jobs, see the Genesys Info Mart Operations Guide.
- In deployments that include Reporting and Analytics Aggregates (RAA) and Genesys CX Insights (GCXI), RAA summarizes and organizes the Info Mart data in ways that enable GCXI to extract meaning. For more information about RAA data, see the RAA User's Guide.
- GCXI uses the aggregated data in the Info Mart database to produce Co-browse reports. For more information, see Co-browse reports in the GCXI User's Guide.
Enabling historical reporting on Genesys Co-browse activity
The following table summarizes the minimum release requirements for the Genesys and third-party components that enable Genesys Co-browse historical reporting.
|Genesys Co-browse Server||9.0.005.15|
|Genesys Co-browse Plug-in for Workspace Desktop Edition||9.0.005.13|
|Workspace Web Edition (Web Services and Applications)||22.214.171.124|
|Genesys Info Mart||8.5.012.15|
Setting up historical reporting
- Enable the storage of Genesys Co-browse reporting metrics in Kafka.
- Deploy Kafka version 2.0. Ensure that your Kafka data retention policy provides a sufficient buffer to enable Genesys Info Mart to recover from unexpected delays, so that messages are not discarded before Genesys Info Mart has consumed them.
- Configure Genesys Co-browse to output reporting data into Kafka by configuring the bootstrap-servers option.
- Configure Genesys Info Mart to extract the Genesys Co-browse reporting data from Kafka.
- On the Options tab of the Genesys Info Mart application object, create a new configuration section, kafka-<cluster-name>. The <cluster-name> can be any string you use to identify the cluster—for example, kafka-cobrowse.
- In the new section, add the following options:
- bootstrap.servers—The value must match the value of the Genesys Co-browse bootstrap-servers option (see step 1).
- g:topic:all-cobrowse-historical=COBROWSE—This option specifies the Kafka topic Genesys Info Mart will consume and how messages in this topic will be mapped.
- (Optional) Any other native Kafka options that control the behavior of the Kafka client. Any options in the kafka-<cluster-name> section whose name does not start with the g: prefix are treated as Kafka client options. In particular, for a Kafka cluster that uses SASL_SSL authentication, consider configuring the security options described on the kafka-<cluster-name> section page in the Genesys Info Mart Options Reference. For descriptions of native Kafka configuration options, refer to Apache Kafka documentation.
- (Optional, but recommended) Set an alarm on log message 55-20049, which identifies that a transformation job error has occurred because of a Kafka exception, such as a complete loss of connection to the cluster.
- Enable aggregation of co-browse-related data. (Required for GCXI reporting or other applications that use RAA aggregation.)
In the [agg-feature] section on the Genesys Info Mart application object, specify the enable-cobrowse option.
Co-browse Server reporting event attributes
The following table describes the attributes included in the Genesys Co-browse reporting event. The "Application data attribute" column, which includes the name of the section as well as the attribute itself, represents the XPath search term Genesys Info Mart uses to extract and map the data. The "Info Mart Database Target" column indicates the Info Mart database table and column to which the attribute is mapped.
|Application data attribute||Description||Info Mart Database Target|
|Application data attribute||Description||Info Mart Database Target|
|endReason ||The reason why a Co-browse session ended, as provided by Co-browse Server. Possible reasons are:
|endTime_ts ||The UTC-equivalent value of the date and time at which the Co-browse session ended.||COBROWSE_|
|firstCobrowseSession ||Indicates whether this is the first Co-browse session initiated within a given Voice or Chat interaction. The value is 1 for the first Co-browse session associated with the interaction; the value is 0 otherwise.||COBROWSE_|
|id ||The identifier of the Co-browse session, as reported by Co-browse Server.||COBROWSE_|
|primaryInteraction/interactionId ||The interaction GUID, as reported by Interaction Server for the Voice or Chat interaction associated with the Co-browse session.||COBROWSE_|
|segments/endTime_ts ||The UTC-equivalent value of the date and time at which a given segment of the Co-browse session ended.||COBROWSE_|
|segments/id ||The identifier of the segment within the Co-browse session, as reported by Co-browse Server.||COBROWSE_|
|segments/index ||The ordinal number of the segment within the Co-browse session. The value of 0 indicates the first segment.||COBROWSE_|
|segments/mode ||The mode that is used during a given segment of the Co-browse session: POINTER, WRITE, or UNKNOWN. In POINTER mode, the agent observes while the customer browses the web page. In WRITE mode, the agent can actively click or enter data on the web page. In a single Co-browse session, an agent can switch between the two modes; each switch is recorded as a separate segment within a single Co-browse session.||COBROWSE_|
|segments/pages/domain ||The domain of the web page shared in the Co-browse session.||COBROWSE_|
|segments/pages/endTime_ts ||The UTC-equivalent value of the date and time at which a page visit ended.||COBROWSE_|
|segments/pages/id ||The identifier of the page visited in a Co-browse session, as reported by Co-browse Server.||COBROWSE_|
|segments/pages/index ||The ordinal number of the page visited during the Co-browse session. The value of 0 indicates the first page. The numbering is sequential throughout all segments within the same session.||COBROWSE_|
|segments/pages/pageTitle ||The title of the web page shared in the Co-browse session.||COBROWSE_|
|segments/pages/path ||The path inside the domain that indicates the web page shared in the Co-browse session.||COBROWSE_|
|segments/pages/query ||The part of the page URL following the question mark ("?") sign (the query string). The field might be empty.||COBROWSE_|
|segments/pages/startTime_ts ||The UTC-equivalent value of the date and time at which a page visit started.||COBROWSE_|
|segments/pages/url ||The URL of the page visited during the Co-browse session.||COBROWSE_|
|segments/startTime_ts ||The UTC-equivalent value of the date and time at which a given segment of the Co-browse session started.||COBROWSE_|
|sessionCreatorInfo/agentClass ||The type of the application used by the customer in the Co-browse session; for example, Browser.||COBROWSE_|
|sessionCreatorInfo/agentName ||The name of the application (browser) used by the customer in the Co-browse session; for example, Chrome.||COBROWSE_|
|sessionCreatorInfo/agentVersion ||The version of the application (browser) used by the customer in the Co-browse session.||COBROWSE_|
|sessionCreatorInfo/deviceBrand ||The brand of the customer's device used in the Co-browse session.||COBROWSE_|
|sessionCreatorInfo/deviceClass ||The type of the computing device, such as desktop or mobile, that the customer has used in the Co-browse session.||COBROWSE_|
|sessionCreatorInfo/deviceName ||The name of the customer's device used in the Co-browse session.||COBROWSE_|
|sessionCreatorInfo/operatingSystemClass ||The type of the operating system running on the customer's device used in the Co-browse session.||COBROWSE_|
|sessionCreatorInfo/operatingSystemName ||The name of the operating system running on the customer's device used in the Co-browse session.||COBROWSE_|
|sessionCreatorInfo/operatingSystemVersion ||The version of the operating system running on the customer's device used in the Co-browse session; for example, Mac OS X.||COBROWSE_|
|sessionCreatorInfo/userAgent ||The type and version of the browser ("UserAgent") that the customer has used in the Co-browse session.||COBROWSE_|
|sessionRwFlag ||Identifies whether WRITE mode was used in any segment of the Co-browse session.||COBROWSE_|
|sessionToken ||The token assigned to the Co-browse session by Co-browse Server.||COBROWSE_|
|startDateTimeKey ||The UTC-equivalent value of the date and time at which the Co-browse session started. This value is the same as startTime_ts, but Genesys Info Mart uses startDateTimeKey to identify the start of a 15-minute interval in which the Co-browse session began.||COBROWSE_|
|startTime_ts ||The UTC-equivalent value of the date and time at which the Co-browse session started.||COBROWSE_|