Reporting on Co-browsing

Updated

4 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:

Supported Metrics and Dimensions

Metrics

Dimensions

Co-browse Session Funnel Reporting

Co-browse reporting tracks intermediate session states in addition to final session outcomes. This provides greater visibility into the co-browsing journey, helping organizations understand how sessions progress, identify drop-off points, and analyze the path from session initiation to completion.

Note: Access to Co-browse Session Funnel Reporting is controlled by the CO_BROWSE_FUNNEL_STATES_ENABLED Dynamic Property.

To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.

You can create a report to get insight into the intermediate co-browse session states and configure widgets to refine how the data is displayed. For detailed steps on setting up widgets, see the Widget Configuration article.

When configuring the widget:

Set Data Source to Social Analytics.
From Select a visualization for your widget, select Funnel.
From What would you like to plot on your widget?, select the required metrics and dimensions.

Supported Funnel Metrics

Metric	Description
Co-Browse Initiated Count	Number of sessions that were initiated.
Co-Browse Accepted Count	Number of sessions accepted by customers.
Co-Browse Pending Count	Number of sessions that entered the Pending state.
Co-Browse Authorizing Count	Number of sessions that entered the Authorizing state.
Co-Browse Active Count	Number of sessions that reached the Active state.
Co-Browse Completed Count	Number of successfully completed sessions.

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.

Metric	Description
Concurrent Co‑Browse Sessions	Maximum number of concurrent co‑browsing sessions.
Co‑Browse Count	The number of co‑browse sessions.
Total Co‑browse Remote Control Rejects	Total co‑browse remote control rejects.
Co‑Browse Mode Duration	Duration of co‑browse mode.
Co‑Browse Duration	Duration of co‑browse session.

Dimension	Description
Co‑Browse Session ID	Defines the session ID of the co‑browse session.
User	The Sprinklr user for whom the report is being generated.
Requestee User	ID of the requestee for the co‑browse session.
Initiated By	Defines who initiated the co‑browse session.
Case Number	The ID number associated with the Case.
Co‑Browse Page Title	The Page title where the co‑browsing has been started.
Co‑Browse Page URL	The Page URL where the co‑browsing has been started.
App ID	Live Chat Application name on which the co‑browsing session was initiated.
Co‑Browse Status	Status of co‑browse session, for example, COMPLETED, FAILED, CANCELLED.
Co‑Browse Mode	Different co‑browse modes, for example, ANNOTATE, REMOTE_CONTROL, FULL_DEVICE.
Co‑Browse Mode End Time	End Time of co‑browse mode.
Case Details	Associated case to the event, including Case Subject, Case ID, and Description.
Conversation ID	A unique identifier assigned to each conversation.
Co‑Browse Type	Identifies the type of co‑browsing session used, for example, Cobrowse_Live_Observe, Cobrowse_Screen_Share, Cobrowse_External_User.