The Co-Browsing Report shows real-time screen-sharing sessions, where agents guide customers through on-screen navigation. It provides insights into session frequency, duration, and the modes used, helping brands identify behavioral patterns, assess session outcomes, and evaluate the effectiveness of agent interventions. These insights enable informed decisions to enhance customer support efficiency. Tracking data while sharing session details on live chats is beneficial.

When you create a new widget in a reporting dashboard using the Service Analytics data source, the Co‑Browsing Report appears under the Live Chat Additional Report Group in the Widget Builder when you select a metric or dimension.

You can also configure the Co‑Browse Type filter to include sessions based on how they were initiated or shared, such as those managed within Sprinklr, observed live without control, shared via screen‑share, or involving external participants. For details, see the Define Advanced Options section.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Co-Browsing Report:

This concludes our comprehensive coverage of the Co-Browsing Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.