Jump to: navigation, search

Co-browse Attributes

The Co-browse folder contains numerous attributes that you can use to build Co-browse-related reports.

Note the following:

  • When creating attributes, any forms you create must have a one-is-to-one mapping relationship. For example, an attribute that represents the name of a customer can have only one phone number form associated with it.
Important
Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.


The following Attributes are available in this folder and are described on this page.


Folder: Co-browse

Attribute name: Co-browse Duration
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the session duration.
Database table: COBROWSE_FACT_GI2.SESSION_END_TIME minus COBROWSE_FACT_GI2.SESSION_START_TIME
>> Back to list
Attribute name: Co-browse End Time
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which the Co-browse session ended.
Database table: COBROWSE_FACT_GI2.SESSION_END_TIME
>> Back to list
Attribute name: Co-browse Session ID
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the identifier of the Co-browse session, as reported by Co-browse Server.
Database table: COBROWSE_FACT_GI2.SESSION_TOKEN
>> Back to list
Attribute name: Co-browse Start Time
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which the Co-browse session started.
Database table: COBROWSE_FACT_GI2.SESSION_START_TIME
>> Back to list
Attribute name: Handling Agent Name
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the name of the Agent who assisted the customer in the co-browse session. This attribute show all Agents regardless of Dynamic Access Restriction filters.
Database table: RESOURCE_A.AGENT_NAME
Form(s): User Name, Last Name, First Name, Employee ID
Forms in this attribute:
Form: Employee ID

Table.Column: RESOURCE_A.EMPLOYEE_ID
Data type: Text

Description: Enables data to be organized by the Employee ID of the agent who is associated with the interaction.
Form: First Name

Table.Column: RESOURCE_A.AGENT_FIRST_NAME
Data type: Text

Description: Enables data to be organized by the first name of the agent who is associated with the interaction.
Form: Last Name

Table.Column: RESOURCE_A.AGENT_LAST_NAME
Data type: Text

Description: Enables data to be organized by the last name of the agent who is associated with the interaction.
Form: User Name

Table.Column: RESOURCE_A.RESOURCE_NAME
Data type: Text

Description: Enables data to be organized by the user name of the agent who is associated with the interaction.
>> Back to list
Attribute name: Interaction Duration
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the duration of the interaction, which is calculated as the difference between the start and end timestamps of the interaction.
Database table: Calculated based on INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS,
>> Back to list
Attribute name: Interaction End Time
Folder: Co-browse
Description: Enables data to be organized by the calendar date and time when the interaction ended. Identical to Detail > Handling Attempt > End Timestamp.
Database table: INTERACTION_FACT_GI2.END_TS_TIME
>> Back to list
Attribute name: Interaction ID
Folder: Co-browse
Description: Enables data to be organized by the interaction ID of the INTERACTION_FACT or the INTERACTION_RESOURCE_ FACT table.
  • For voice interactions, the Interaction ID is the call’s connection ID, which is assigned by the telephony server. This ID remains unchanged for as long as the telephony server processes the interaction.
  • For multimedia interactions originating from an Interaction Server, this value is the assigned Interaction ID.
Database table: INTERACTION_FACT_GI2.INTERACTION_ID, INTERACTION_RESOURCE_FACT_GI2.INTERACTION_ID
>> Back to list
Attribute name: Interaction Start Time
Folder: Co-browse
Description: Enables data to be organized by the moment when the interaction began. Identical to Detail > Start Timestamp.
Database table: INTERACTION_FACT_GI2.START_TS_TIME
>> Back to list
Attribute name: Irf Anchor
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the first resource that handled an interaction. (Or the resource in which the interaction was abandoned or stopped, if no resource handled the interaction.)
Database table: INTERACTION_RESOURCE_FACT_GI2.IRF_ANCHOR
>> Back to list
Attribute name: Last Queue
Folder: Co-browse
Description: Enables data to be organized by the name of the last queue in which the interaction traveled before it was handled. This attribute excludes virtual queues. Identical to Detail > Transfer > Source Last Queue.
Database table: RESOURCE_Q.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE=’QUEUE’)
>> Back to list
Attribute name: Last Queue Key
Folder: Co-browse
Description: Enables data to be organized by the primary key of the last queue in which the interaction traveled before it was handled. Excludes virtual queues.
Database table: INTERACTION_RESOURCE_FACT_GI2.LAST_QUEUE_RESOURCE_KEY, INTERACTION_RES_FACT_TRNSFR_GI2.LAST_QUEUE_RESOURCE_KEY, RESOURCE_Q.RESOURCE_KEY
>> Back to list
Attribute name: Last VQueue
Folder: Co-browse
Description: Enables data to be organized by the name of the last virtual queue in which the interaction traveled before it was handled.
Database table: RESOURCE_VQ.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE=’QUEUE’)
Form(s): Last VQueue Type
Forms in this attribute:
Form: Last VQueue Type

Table.Column: RESOURCE_VQ.RESOURCE_SUBTYPE
Data type: Text

Description: Enables data within the reporting interval to be organized by the type of virtual queue. Adding this detail to a report has a significant impact on performance.
>> Back to list
Attribute name: Last VQueue Key
Folder: Co-browse
Description: Enables data to be organized based on the resource key of the last virtual queue that the interaction passed through prior to arriving at the IRF resource, whether the interaction was distributed directly from this virtual queue or through another mediation resource.
Database table: INTERACTION_RESOURCE_FACT_GI2.LAST_VQUEUE_RESOURCE_KEY, INTERACTION_RES_FACT_TRNSFR_GI2.LAST_VQUEUE_RESOURCE_KEY, RESOURCE_VQ.RESOURCE_KEY,
>> Back to list
Attribute name: Media Server Ixn Guid
Folder: Co-browse
Description: Enables data to be organized by the globally unique identifier of the interaction as reported by the interaction media server. This identifier may not be unique.
  • T-Server voice interactions: the GUID is the Call UUID.
  • Multimedia interactions: the GUID is the Interaction ID from Interaction Server.
Database table: COBROWSE_FACT_GI2.MEDIA_SERVER_IXN_GUID, COBROWSE_FACT_GI2.IMEDIA_SERVER_IXN_GUID, SDR_SESSION_FACT.INTERACTION_ID
>> Back to list
Attribute name: Mode
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on 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.
Database table: COBROWSE_MODE.SEGMENT_MODE
>> Back to list
Attribute name: Mode End Time
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which a mode ended.
Database table: COBROWSE_FACT_GI2.SEGMENT_END_TIME
>> Back to list
Attribute name: Mode Key
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the surrogate key that is used to join the COBROWSE_MODE dimension to the fact table, to identify modes uses in the Co-browse session.
Database table: COBROWSE_FACT_GI2.COBROWSE_MODE_KEY, COBROWSE_MODE_.ID
>> Back to list
Attribute name: Mode Start Time
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which a mode started.
Database table: COBROWSE_FACT_GI2.SEGMENT_START_TIME
>> Back to list
Attribute name: Page End Time
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which a page visit ended.
Database table: COBROWSE_FACT_GI2.PAGE_END_TIME
>> Back to list
Attribute name: Page Key
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the surrogate key that is used to join the COBROWSE_PAGE dimension to the fact table, to identify characteristics of the pages visited in the Co-browse session.
Database table: COBROWSE_FACT_GI2.COBROWSE_PAGE_KEY, COBROWSE_PAGE.ID
>> Back to list
Attribute name: Page Start Time
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the UTC-equivalent value of the date and time at which a page visit started.
Database table: COBROWSE_FACT_GI2.PAGE_START_TIME
>> Back to list
Attribute name: Page Title
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the title of the web page shared in the Co-browse session.
Database table: COBROWSE_PAGE.PAGE_TITLE
>> Back to list
Attribute name: Page Url
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the URL of the web page visited in the Co-browse session.
Database table: COBROWSE_FACT_GI2.PAGE_URL
>> Back to list
Attribute name: Resource Agent Key
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the ID of the agent who is associated with the interaction.
Database table: INTERACTION_RESOURCE_FACT_GI2.RESOURE_KEY
>> Back to list
Attribute name: Start Date Time Key
Folder: Co-browse
Description: Enables data within the reporting interval to be organized based on the 15-minute interval in which the Co-browse session began.
Database table: COBROWSE_FACT_GI2.START_DATE_TIME_KEY
>> Back to list
This page was last edited on June 10, 2020, at 18:16.
blog comments powered by Disqus