What is Cobrowse Session Reporting?

Environment:

Integrated Cobrowse, Analytics

Resolution:

Beginning in the February 2011 release, the ability to report on Cobrowse sessions within Oracle B2C Service Analytics for both the phone and chat scenarios is available.

Includes two out of the box reports.

• Cobrowse Summary
  • Lists all Cobrowse sessions along with channel (phone or chat), agent name, consumer name, and metrics such as start and end times, reason for termination and links to the associated incident or chat if applicable.
• Chat and Cobrowse Activity
  • Lists an agent’s chat activity, specifying details around which chat sessions included a Cobrowse screen sharing engagement.

Note: These reports are not available if Chat is not enabled.

Data is also available for use in custom reports.

This will improve usability and provide supervisors and agents the ability to use and create reports containing Cobrowse usage and session data in order to spot trends and better manage their contact center.

It will also improve customer satisfaction, allowing supervisors and agents to better manage their workload and understand the use and benefits of the Cobrowse solution.