Contents
- 1 Pulse Templates Overview
- 1.1 Current Co-browse Agents
- 1.2 Current Co-browse Agents Number
- 1.3 Current Chat Interactions
- 1.4 Current Voice Interactions
- 1.5 Current Co-browse Denials
- 1.6 Co-browse Sessions State
- 1.7 Total Co-browse Agents
- 1.8 Total Chat Interactions
- 1.9 Total Web Chat Interactions
- 1.10 Total Voice Interactions
- 1.11 Total Co-browse Denials
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.
<tabber> Current Statistics=
Current Co-browse Agents
File: /Pulse/current/CurrentCo-browseAgents.txt
Description: Number of agents working on Co-browse interactions
Allowed Object Types: Agent Group, Place Group
Template Statistics:
| Pulse Statistic | Description |
|---|---|
| Chat Agents | Number of agents working on Chat |
| Chat with CB | Number of agents working on Chat with Co-browse |
| Inbound Voice | Number of agents working on inbound Voice with Co-browse |
| Inb Voice with CB | Number of agents working on Inbound Voice with CB |
Current Co-browse Agents Number
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 Voice Interactions
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
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
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:
|
| Co-browse Session Start Time | Session start time |
| Co-browse Session ID | Session ID |
| Co-browse Session Quantity | Session quantity |
|-| Total Stastics=
Total Co-browse Agents
File: /Pulse/total/TotalCo-browseAgents.txt
Description: Total amount of agents who worked on Co-browse interactions
Allowed Object Types: Agent Group, Place Group
Template Statistics:
| Pulse Statistic | Description |
|---|---|
| Chat Agents | Number of agents who worked on Chat |
| Chat with CB | Number of agents who worked on Chat with Co-browse |
| Inbound Voice | Number of agents who worked on Inbound Voice |
| Inb Voice with CB | Number of agents who worked on Inbound voice with Co-browse |
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
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 |