Contents
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 necessary data is automatically attached by the WDE plug-in, but optional extended data can also be attached. The only default Co-browse statistic not automatically attached to the interaction is source/web (key/value).
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 |
|---|---|---|---|---|---|
| CoBrowseAssociated | co-browse on chat or voice | String | GCB plug-in for WDE | Reporting | Values:
|
| 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.
|
| CoBrowseDuration | Co-browse on chat or voice | Number | GCB plug-in for WDE | The value is equal to the duration of a Co-browse session. If there is more than one Co-browse session, the value is the sum of all Co-browse sessions within an interaction. The data attaches when the Co-browse session ends. |
Extended Attached Data
The table below describes the Co-browse extended attached data keys. To enable extended attached data, set the extendedAttachedData value to true in the cobrowse section of your Workspace Desktop Edition application.
| Key | Interaction | Data Type | Attached By | Value |
|---|---|---|---|---|
| CoBrowseWriteModeDuration | Co-browse on chat or voice | Number | GCB plug-in for WDE | The value is equal to the duration of a session in Write Mode. If there is more than one session using Write Mode, the value is the sum of all Write Mode sessions within an interaction. The data attaches when the Write Mode session ends or when it transitions to Pointer Mode. If attached data doesn't include this key, it means that the session didn't involve Write Mode. |
| CoBrowseStartPageURL | Co-browse on chat or voice | String | GCB plug-in for WDE | The URL for the page where the Co-browse session started. If there is more than one Co-browse session, only the first session will be attached. The data attaches when the Co-browse session begins. |
| CoBrowseStartPageTitle | Co-browse on chat or voice | String | GCB plug-in for WDE | The title of the page where the Co-browse session started. If there is more than one Co-browse session, only the first session will be attached. The data attaches when the Co-browse session begins. |
| CoBrowseWriteModeStartPageURL | Co-browse on chat or voice | String | GCB plug-in for WDE | The URL of the page where Write Mode started. If there is more than one session using Write Mode, only the first session will be attached. The data attaches when Write Mode begins. If the attached data doesn't include this key, it means that the session didn't involve Write Mode. |
| CoBrowseWriteModeStartPageTitle | Co-browse on chat or voice | String | GCB plug-in for WDE | The title of the page where Write Mode started. If there is more than one session using Write Mode, only the first session will be attached. The data attaches when Write Mode begins. If the attached data doesn't include this key, it means that the session didn't involve Write Mode. |
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. |
| CoBrowseStartPageURL | String | The URL for the page where the Co-browse session started. If there is more than one Co-browse session, only the first session will be attached. The data attaches when the Co-browse session begins. |
| CoBrowseStartPageTitle | String | The title of the page where the Co-browse session started. If there is more than one Co-browse session, only the first session will be attached. The data attaches when the Co-browse session begins. |
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.
Co-browse Session Upgrades to Write Mode
The Genesys Co-browse plug-in for Workspace Desktop Edition appends the following data to the primary Chat or Voice interaction when a co-browse session upgrades to Write Mode:
| Key | Data Type | Value |
|---|---|---|
| CoBrowseWriteModeStartPageURL | String | The URL of the page where Write Mode started. If there is more than one session using Write Mode, only the first session will be attached. The data attaches when Write Mode begins. If the attached data doesn't include this key, it means that the session didn't involve Write Mode. |
| CoBrowseWriteModeStartPageTitle | String | The title of the page where Write Mode started. If there is more than one session using Write Mode, only the first session will be attached. The data attaches when Write Mode begins. If the attached data doesn't include this key, it means that the session didn't involve Write Mode. |
Co-browse Session Downgrades to Pointer Mode
The Genesys Co-browse plug-in for Workspace Desktop Edition appends the following data to the primary Chat or Voice interaction when a co-browse session downgrades to Pointer Mode.
| Key | Data Type | Value |
|---|---|---|
| CoBrowseWriteModeDuration | Number | The value is equal to the duration of a session in Write Mode. If there is more than one session using Write Mode, the value is the sum of all Write Mode sessions within an interaction. The data attaches when the Write Mode session ends or when it transitions to Pointer Mode. If attached data doesn't include this key, it means that the session didn't involve Write Mode. |
Feature Limitations
- If the user ends both the voice interaction and Co-browse session at the same time, Co-browse plug-in is unable to attach or update all of the attached data to the interaction. This applies to the following attached data key/values:
- CoBrowseAssociated is left as Yes.
- CoBrowseDuration is not updated.
- CoBrowseEndTime is not updated.
- CoBrowseWriteModeDuration is not updated.
- If a chat interaction is returned to the queue due to inactivity timeout, the Co-browse plug-in is unable to update the following attached data:
- CoBrowseDuration
- CoBrowseWriteModeDuration
- CoBrowseEndTime