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 data necessary is automatically attached by IWS/WDE plug-ins as described below. The only default Co-browse statistic not automatically attached to the interaction is source/web (key/value).
- CoBrowseDuration is not used for reporting purposes.
- CoBrowseEndTime was removed from Reporting 8.5.0.
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 |
|---|---|---|---|---|---|
| source | chat | String | Browser | Reporting | Source of the interaction.
Values: web (desktop and mobile browsers) or mobile (apps) Currently, the value is always web. |
| referrer | chat | String | Browser | Reporting | URL of the previous page (document.referrer). This value is used to detect what website the customer comes from. The value might be shortened. |
| url | chat | String | Browser | Reporting | URL of the page where the chat started (document.location). The value might be shortened. |
| pageTitle | chat | String | Browser | Reporting | Title of the page where the chat started (document.title). |
| 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.
|
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. |
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.