Co-browse Metrics
The Co-browse folder contains numerous metrics that you can use to build Co-browse-related reports.
Note the following:
- Unless other wise noted, metrics that show time, display a whole integer representing the number of seconds.
- For detailed information about the different metric types, see Project terminology and concepts.
The following Metrics are available in this folder and are described on this page.
Co-browse
Folder: Co-browse
| Metric name: Avg Before Co-browse Started Time
|
Folder: Co-browse | |
| Description: The average amount of time between the beginning of an interaction and the initiation of the first Co-browse session. | ||
| Source or Calculation: Calculated as the Co-browse first wait time (first Co-browse session start time minus the interaction start time), divided by the number of Co-browse sessions (FIRST_WAIT_TIME / SESSIONS). | Used in:
| |
| Media type: Data type: | ||
| >> Back to list | ||
| Metric name: Avg Handle Time
|
Folder: Co-browse | |
| Description: The average amount of time (HH:MM:SS) that this agent spent handling Co-browse sessions. | ||
| Source or Calculation: Calculated as the handle time divided by the number of Co-browse sessions (HANDLE_TIME / SESSIONS). | Used in:
| |
| Media type: Data type: | ||
| >> Back to list | ||
| Metric name: Before Co-browse Started Time
|
Folder: Co-browse | |
| Description: Total amount of time between the beginning of an interaction and the initiation of the first Co-browse session.
For example: In a scenario where an interaction starts at 10:00 and the customer later requests help with Co-browse, and a Co-browse session is initiated at 10:07, the FIRST_WAIT_TIME is calculated as seven minutes (420 seconds). | ||
| Source or Calculation: Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session. | Used in: This metric is not used in any reports. | |
| Media type: Data type: | ||
| >> Back to list | ||
| Metric name: Entered
|
Folder: Co-browse | |
| Description: The total number of Voice or Chat interactions that were accepted by the agent, regardless of whether Co-browse sessions were part of the interaction. | ||
| Source or Calculation: AG2_COBROWSE_AGENT_*.ENTERED | Used in:
| |
| Media type: Data type: | ||
| >> Back to list | ||
| Metric name: Handle Time
|
Folder: Co-browse | |
| Description: The total amount of time that this agent spent handling Co-browse sessions. | ||
| Source or Calculation: AG2_COBROWSE_AGENT_*.HANDLE_TIME | Used in: This metric is not used in any reports. | |
| Media type: Data type: | ||
| >> Back to list | ||
| Metric name: Interactions
|
Folder: Co-browse | |
| Description: The total number of Voice or Chat interactions that were accepted by the agent, and that included one or more Co-browse sessions. | ||
| Source or Calculation: AG2_COBROWSE_AGENT_*.INTERACTIONS | Used in:
| |
| Media type: Data type: | ||
| >> Back to list | ||
| Metric name: Sessions
|
Folder: Co-browse | |
| Description: The total number of Co-browse sessions. | ||
| Source or Calculation: AG2_COBROWSE_AGENT_*.SESSIONS | Used in:
| |
| Media type: Data type: | ||
| >> Back to list | ||
| Metric name: Write Sessions
|
Folder: Co-browse | |
| Description: The total number of Co-browse sessions in which WRITE mode was used in any segment of the session. | ||
| Source or Calculation: AG2_COBROWSE_AGENT_*.RW_SESSIONS | Used in:
| |
| Media type: Data type: | ||
| >> Back to list | ||