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Pulse Templates Overview

Pulse templates come in two groups:

  • Current Statistics—collected for interactions currently kept by agents. These templates are located in the /Pulse/current folder.
  • Total Statistics—collected for interactions ended in the configured time interval (not more than 24 hours). These templates are located in the /Pulse/total folder.

To set up and use the Co-browse Pulse templates, see Setting Up Reporting Templates in Pulse.

Current Co-browse Agents Number

This option is available starting in 8.5.003+.

File: /Pulse/current/CurrentCo-browseAgentsNumber.txt
Description: Number of agents working on Co-browse interactions
Allowed Object Types: Agent Group, Place Group

Template Statistics:

Pulse Statistic Description
CB Agents Number Number of agents working with Co-browse
Agents with CB denial Number of agents working on Chat/Voice with CB session denial
Agents that have allowed CB after denial Number of agents working on Chat/Voice with allowed CB after denial
Current Group State Hidden Auxiliary statistic needed for user data retrieval


Current Chat Interactions

File: /Pulse/current/CurrentChatInteractions.txt
Description: Number of chat interactions currently handled by agents
Allowed Object Types: Agent, Place, Agent Group, Place Group

Template Statistics:

Pulse Statistic Description
Chat Number of chat interactions currently handled by agents
CB in Chat Number of chat with Co-browse interactions currently handled by agents
(CB in Chat)/Chat, % Ratio of current number of chat with Co-browse interactions and total number of chat interactions
Web Chat Number of web chat interactions currently handled by agents
CB in Web Chat Number of web chat with Co-browse interactions currently handled by agents
(CB in Web Chat)/Web Chat, % Ratio of current number of web chat with Co-browse interactions and total number of web chat interactions

Current Various Voice Interactions

This option is available starting in 9.0.000.08.

File: /Pulse/current/CurrentVariousVoiceInteractions.txt
Description: Number of various voice interactions currently handled by agents
Allowed Object Types: Agent, Place, Agent Group, Place Group

Template Statistics:

Pulse Statistic Description
Voice calls Number of various voice interactions currently handled by agents
CB in Voice Number of various voice with Co-browse interactions currently handled by agents
(CB on InbVoice)/InbVoice, % Ratio of current voice with Co-browse interactions and total number of voice interactions

Current Inbound Voice Interactions

Important
Updated in 9.0.000.08

File: /Pulse/current/CurrentVoiceInteractions.txt
Description: Number of inbound voice interactions currently handled by agents
Allowed Object Types: Agent, Place, Agent Group, Place Group

Template Statistics:

Pulse Statistic Description
Inbound Voice Number of inbound voice interactions currently handled by agents
CB in Inbound Voice Number of inbound voice with Co-browse interactions currently handled by agents
(CB on InbVoice)/InbVoice, % Ratio of current inbound voice with Co-browse interactions and total number of inbound voice interactions


Current Co-browse Denials

This option is available starting in 8.5.003+.

File: /Pulse/current/CurrentCo-browseDenials.txt
Description: Number of chat/voice interactions currently handled by agents with allowed co-browse after denial
Allowed Object Types: Agent, Place, Agent Group, Place Group

Template Statistics:

Pulse Statistic Description
Allowed CB after denial Number of chat/voice interactions currently handled by agents with allowed co-browse after denial
CB denial in Voice Number of voice interactions currently handled by agents with co-browse session denial
CB denial in Web Chat Number of web chat interactions currently handled by agents with co-browse session denial
CB denial in Chat Number of chat interactions currently handled by agents with co-browse session denial


Co-browse Sessions State

Important
Updated in 8.5.003

File: /Pulse/current/Co-browseSessionsState.txt
Description: Current Co-browse Session State:

  • Agent State
  • Co-browse State
  • Start Time
  • ID
  • Quantity


Allowed Object Types: Agent

Template Statistics:

Pulse Statistic Description
Current Agent State Hidden auxiliary statistic needed for user data retrieval
CB Session State Co-browse session state. Possible values:
  • alive
  • finished
  • denied (added in 8.5.003)
Co-browse Session Start Time Session start time
Co-browse Session ID Session ID
Co-browse Session Quantity Session quantity

Total Chat Interactions

File: /Pulse/total/TotalChatInteractions.txt
Description: Total number and total duration of chat interactions handled by agents
Allowed Object Types: Agent, Place, Agent Group, Place Group
Template Statistics:

Pulse Statistic Description
Chat Total number of chat interactions handled by agents
CB in Chat Total number of chat with Co-browse interactions handled by agents
(CB in Chat)/Chat, % Ratio of total number of chat with Co-browse interactions and chat interactions
Chat Duration Duration of chat interactions handled by agents
CB in Chat Duration Duration of chat with Co-browse interactions handled by agents
(CB in Chat)/Chat, % Duration Ratio of total duration of chat with Co-browse interactions and chat interactions


Total Web Chat Interactions

File: /Pulse/total/TotalWebChatInteractions.txt
Description: Total number and total duration of web chat interactions handled by agents
Allowed Object Types: Agent, Place, Agent Group, Place Group
Template Statistics:

Pulse Statistic Description
Web Chat Total number of web chat interactions handled by agents
CB in Web Chat Total number of web chat with Co-browse interactions handled by agents
(CB in Web Chat)/Web Chat, % Ratio of total number of web chat with Co-browse interactions and Web Chat interactions
Web Chat Duration Duration of web chat interactions handled by agents
CB in Web Chat Duration Duration of web chat with Co-browse interactions handled by agents
(CB in Web Chat)/Web Chat, % Duration Ratio of total duration of web chat with Co-browse interactions and web chat interactions


Total Voice Interactions

File: /Pulse/total/TotalVoiceInteractions.txt
Description: Total number and total duration of voice interactions handled by agents
Allowed Object Types: Agent, Place, Agent Group, Place Group
Template Statistics:

Pulse Statistic Description
Inbound Voice Total number of inbound voice interactions handled by agents
CB in Inbound Voice Total number of inbound voice with Co-browse interactions handled by agents
(CB in inVoice)/inboundVoice, % Ratio of total number of inbound voice with Co-browse interactions and inbound voice interactions
Inbound Voice Duration Duration of inbound voice interactions handled by agents
CB in Inb Voice Duration Duration of inbound voice with Co-browse interactions handled by agents
(CB in InbVoice)/InbVoice, % Duration Ratio of total duration of inbound voice with Co-browse interactions and inbound voice interactions


Total Co-browse Denials

This option is available starting in 8.5.003+.

File: /Pulse/total/TotalCo-browseDenials.txt
Description: Total amount of chat/voice interactions handled by agents with allowed co-browse after denial
Allowed Object Types: Agent, Place, Agent Group, Place Group
Template Statistics:

Pulse Statistic Description
CB denial in Chat Total number of chat interactions handled by agents with co-browse session denial
CB denial in Web Chat Total number of web chat interactions handled by agents with co-browse session denial
CB denial in Voice Total number of voice interactions handled by agents with co-browse session denial
Allowed CB after denial Total number of chat/voice interactions handled by agents with allowed co-browse after denial

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