Co-browse dashboards

With these dashboards, get data on your agents' Screen Share interactions with end-users. You can see aggregated data and data for each individual interaction.

Use the dashboards

To use the dashboards, follow these steps:

1. In the CCAI Platform portal, click Dashboard > Co-browse. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears.

2. Click Calls or Chats.

3. Click the Date field to select a date range, and then do one of the following:

   • Select a preset data range. To do this follow these steps:

     1. Click expand_more More to view all of the preset date ranges.

     2. Click the date range that you want.

   • Select a custom range. To do this, follow these steps:

     1. Click Custom.

     2. In the Custom field, enter a start and end date for your date range. You can type your date range or click Open calendar to select start and end dates.

4. Filter your results using the following fields:

   • Time Format: seconds or Hours:Minutes:Seconds

   • Queue Group: by queue group

   • Queue Name: by queue name

   • Language: by a language

   • Team Name: by assigned teams

   • Agent Name: by agent name

   • Agent Location: by agent location

   • Agent ID by agent ID (chats dashboard only)

   • Agent Custom ID: by a custom agent ID

   • Agent Email: by agent email address

   • Agent Location: by agent location (chats dashboard only)

   • Cobrowse Duration Seconds: by the duration of the Screen Share session.

   • Interaction Type: by interaction type—for example, IVR Inbound, IVR Inbound mobile, Web

   • Disposition Codes: by one or more disposition codes

   • Support Phone Number: by the customer support phone number assigned to the call (calls dashboard only)

5. Click Update.

Tiles

These dashboards contain the following metrics tiles:

• Total Co-browse Interactions: the number of Screen Share interactions that were initiated

• Avg Co-browse Interaction Duration: the average duration for Screen Share interactions

• Max Co-browse Interaction Duration: the longest Screen Share interaction

• Agent Initiated Interactions: the number of Screen Share interactions that agents initiated

• Consumer Initiated Interactions: the number of Screen Share interactions that end-users initiated

• Co-Browse Interactions by Interval: the number of Screen Share interactions, by 15 minute intervals

• Co-Browse Interaction Disconnect Status: the number of screen share sessions that were disconnected, by agents and by end-users

Tables

This dashboard contains the following metrics table. Hold the pointer over a table heading to see its description.

• Calls Co-Browse or Chats Co-Browse: detailed information for each Screen Share session

For more information, see Use dashboards.