Reporting on Co-browsing

Updated

6 days ago

You can create a report to get insight into co‑browsing activity and configure widgets to refine how the data is displayed. For detailed steps on setting up widgets, see the Widget Configuration article.

The metrics/dimensions that are available for reporting on co-browsing as well as some sample widgets are as follows:

Metrics/Dimensions

Metric/Dimension Name	Description
Co-Browse Count	The total number of co-browse sessions
Co-Browse Duration	The total duration of the co-browse session
Co-Browse Mode	The mode of the co-browse session whether it was Annotate or Remote Control.
Co-Browse Mode Duration	The duration of Annotate and Remote Control modes
Co-Browse Mode End Time	The time when one particular mode ended for a co-browse session
Co-Browse Status	The status of the co-browsing whether it was completed, canceled, expired, etc
Co-Browse Page URL	The URL of the page where co-browse session was conducted
Co-Browse Page Title	The title of the page where co-browse session was conducted
Co-Browse Session ID	The ID of the co-browsing session
Concurrent Co-browse sessions	Maximum number of simultaneous co-browse sessions happened wiithing a partner
Total Co-browse Remote Control Rejects	The number of times users rejected the agent's request to take control

Define Advanced Options

When creating a custom widget for co‑browsing reports, you can configure advanced options to refine the data displayed.

Field

Description

Filters

Set to Co-Browse Type.

Supported Values:

SPRINKLR: Include sessions initiated within the Sprinklr platform.
COBROWSE_LIVE_OBSERVE: Include sessions where agents observed the customer’s screen in real time without control.
COBROWSE_SCREEN_SHARE: Include sessions where customers shared their screen with agents.
COBROWSE_EXTERNAL_USER: Include sessions involving external participants outside the primary workspace.

Additionally, you can configure display, sorting, date, and drilldown options.

Example Widgets

All co-browse sessions

See all co-browsing sessions along with the profile of the customer who engaged in co-browsing, no. of co-browsing sessions on the case and the status of the last co-browsing session

Co-browsing sessions rejected

See instances where customers rejected co-browse requests made by agents.

Note: For more advanced metadata reporting, contact Sprinklr Support at tickets@sprinklr.com. This enables you to capture and generate a comprehensive report of co‑browsing session activity.

The report can include data points such as Mobile, Gender, Email, Device Locale, OS Version, OS API Level, App ID, App Name, App Version, App Build, SDK Version, Platform, Agent Name, Agent Email, Session ID, Session Created, and Session Ended.