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Integrating with Genesys Historical Reporting

This page describes the component and configuration requirements to enable historical reporting on Genesys Co-browse activity in your deployment.

Overview: Genesys Co-browse reporting process

  1. After a co-browse session is finished, Genesys Co-browse produces a reporting event, which it stores in a Kafka database. For more information about the reporting event attributes, see TABLE TO BE ADDED, below.
  2. On a regular schedule, Genesys Info Mart extracts the Genesys Co-browse data from the Kafka database and transforms it into the XXX TABLE? table and supporting dimensions in the Info Mart dimensional model. For more information about the Info Mart database tables, see the Genesys Info Mart Physical Data Model for your RDBMS. For more information about managing the Genesys Info Mart ETL jobs, see the Genesys Info Mart Operations Guide.
  3. In deployments that include Reporting and Analytics Aggregates (RAA) and Genesys CX Insights (GCXI), RAA summarizes and organizes the Info Mart data in ways that enable GCXI to extract meaning. For more information about RAA data, see the RAA User's Guide.
  4. GCXI uses the aggregated data in the Info Mart database to produce a Co-browse Dashboard. For more information, see Co-browse reports in the GCXI User's Guide. <currently in draft form>

Enabling historical reporting on Genesys Co-browse activity

Prerequisites

The following table summarizes the minimum release requirements for the Genesys and third-party components that enable Genesys Co-browse historical reporting.

Component Minimum release
Genesys Co-browse Server 9.0.003.02
Kafka 2.0 verify
Workspace Web Edition (Web Services and Applications) 8.5.202.51
Genesys Info Mart 8.5.011.xx
RAA 8.5.006.00
GCXI 9.0.009.xx

Setting up historical reporting

Co-browse related reporting data

Co-browse Server application data

JSON example

Co-browse Server reporting event attributes

Application data attribute Description Info Mart Database Target
Application data attribute Description Info Mart Database Target
endReason
 The reason why a Co-browse session ended, as provided by Co-browse Server. Possible reasons are:
  • DISCONNECTED_USER
  • NONE
  • SESSION_OVER_LIMIT
  • STOPPED_BY_USER
  • TIMEOUT_INACTIVE
COBROWSE_END_REASON.SESSION_END_REASON (referenced through COBROWSE_FACT.COBROWSE_END_REASON_KEY)
endTime_ts
 The UTC-equivalent value of the date and time at which the Co-browse session ended. COBROWSE_FACT.SESSION_END_TIME_TS
firstCobrowseSession
 Indicates whether this is the first Co-browse session initiated within a given Voice or Chat interaction. The value is 1 for the first Co-browse session associated with the interaction; the value is 0 otherwise. COBROWSE_FACT.FIRST_SESSION
id
 The identifier of the Co-browse session, as reported by Co-browse Server. COBROWSE_FACT.SESSION_ID
primaryInteraction/interactionId
 The interaction GUID, as reported by Interaction Server for the Voice or Chat interaction associated with the Co-browse session. COBROWSE_FACT.MEDIA_SERVER_IXN_GUID
segments/endTime_ts
 The UTC-equivalent value of the date and time at which a given segment of the Co-browse session ended. COBROWSE_FACT.SEGMENT_END_TIME_TS
segments/id
 The identifier of the segment within the Co-browse session, as reported by Co-browse Server. COBROWSE_FACT.SEGMENT_ID
segments/index
 The ordinal number of the segment within the Co-browse session. The value of 0 indicates the first segment. COBROWSE_FACT.SEGMENT_INDEX
segments/mode
 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. COBROWSE_MODE.SEGMENT_MODE (referenced through COBROWSE_FACT.COBROWSE_MODE_KEY)
segments/pages/domain
 The domain of the web page shared in the Co-browse session. COBROWSE_PAGE.PAGE_DOMAIN (referenced through COBROWSE_FACT.COBROWSE_PAGE_KEY)
segments/pages/endTime_ts
 The UTC-equivalent value of the date and time at which a page visit ended. COBROWSE_FACT.PAGE_END_TIME_TS
segments/pages/id
 The identifier of the page visited in a Co-browse session, as reported by Co-browse Server. COBROWSE_FACT.PAGE_ID
segments/pages/index
 The ordinal number of the page visited during the Co-browse session. The value of 0 indicates the first page. The numbering is sequential throughout all segments within the same session. COBROWSE_FACT.PAGE_INDEX
segments/pages/pageTitle
 The title of the web page shared in the Co-browse session. COBROWSE_PAGE.PAGE_TITLE (referenced through COBROWSE_FACT.COBROWSE_PAGE_KEY)
segments/pages/path
 The path inside the domain that indicates the web page shared in the Co-browse session. COBROWSE_PAGE.PAGE_PATH (referenced through COBROWSE_FACT.COBROWSE_PAGE_KEY)
segments/pages/query
 The part of the page URL following the question mark ("?") sign (the query string). The field might be empty. COBROWSE_FACT.PAGE_QUERY
segments/pages/startTime_ts
 The UTC-equivalent value of the date and time at which a page visit started. COBROWSE_FACT.PAGE_START_TIME_TS
segments/pages/url
 The URL of the page visited during the Co-browse session. COBROWSE_FACT.PAGE_URL
segments/startTime_ts
 The UTC-equivalent value of the date and time at which a given segment of the Co-browse session started. COBROWSE_FACT.SEGMENT_START_TIME_TS
sessionCreatorInfo/agentClass
 The type of the application used by the customer in the Co-browse session; for example, Browser. COBROWSE_USER_AGENT.CREATOR_AGENT_CLASS (referenced through COBROWSE_FACT.COBROWSE_USER_AGENT_KEY)
sessionCreatorInfo/agentName
 The name of the application (browser) used by the customer in the Co-browse session; for example, Chrome. COBROWSE_USER_AGENT.CREATOR_AGENT_NAME (referenced through COBROWSE_FACT.COBROWSE_USER_AGENT_KEY)
sessionCreatorInfo/agentVersion
 The version of the application (browser) used by the customer in the Co-browse session. COBROWSE_USER_AGENT.CREATOR_AGENT_VER (referenced through COBROWSE_FACT.COBROWSE_USER_AGENT_KEY)
sessionCreatorInfo/deviceBrand
 The brand of the customer's device used in the Co-browse session. COBROWSE_USER_AGENT.CREATOR_DEVICE_BRAND (referenced through COBROWSE_FACT.COBROWSE_USER_AGENT_KEY)
sessionCreatorInfo/deviceClass
 The type of the computing device, such as desktop or mobile, that the customer has used in the Co-browse session. COBROWSE_USER_AGENT.CREATOR_DEVICE_CLASS (referenced through COBROWSE_FACT.COBROWSE_USER_AGENT_KEY)
sessionCreatorInfo/deviceName
 The name of the customer's device used in the Co-browse session. COBROWSE_USER_AGENT.CREATOR_DEVICE_NAME (referenced through COBROWSE_FACT.COBROWSE_USER_AGENT_KEY)
sessionCreatorInfo/operatingSystemClass
 The type of the operating system running on the customer's device used in the Co-browse session. COBROWSE_USER_AGENT.CREATOR_OS_CLASS (referenced through COBROWSE_FACT.COBROWSE_USER_AGENT_KEY)
sessionCreatorInfo/operatingSystemName
 The name of the operating system running on the customer's device used in the Co-browse session. COBROWSE_USER_AGENT.CREATOR_OS_NAME (referenced through COBROWSE_FACT.COBROWSE_USER_AGENT_KEY)
sessionCreatorInfo/operatingSystemVersion
 The version of the operating system running on the customer's device used in the Co-browse session; for example, Mac OS X. COBROWSE_USER_AGENT.CREATOR_OS_VER (referenced through COBROWSE_FACT.COBROWSE_USER_AGENT_KEY)
sessionCreatorInfo/userAgent
 The type and version of the browser ("UserAgent") that the customer has used in the Co-browse session. COBROWSE_USER_AGENT.CREATOR_USER_AGENT (referenced through COBROWSE_FACT.COBROWSE_USER_AGENT_KEY)
sessionRwFlag
 Identifies whether WRITE mode was used in any segment of the Co-browse session. COBROWSE_FACT.SESSION_RW_FLAG
sessionToken
 The token assigned to the Co-browse session by Co-browse Server. COBROWSE_FACT.SESSION_TOKEN
startDateTimeKey
 The UTC-equivalent value of the date and time at which the Co-browse session started. This value is the same as startTime_ts, but Genesys Info Mart uses startDateTimeKey to identify the start of a 15-minute interval in which the Co-browse session began. COBROWSE_FACT.START_DATE_TIME_KEY
startTime_ts
 The UTC-equivalent value of the date and time at which the Co-browse session started. COBROWSE_FACT.SESSION_START_TIME_TS
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