Symptom / Need

You need to know specific details about the sessions conducted with the Cobrowsing tool, such as who served the customer, how long the collaboration lasted, or who ended the session.

Context / Scenarios

• You want to analyze agent performance when using Cobrowsing.
• You need to obtain statistics on the time spent assisting clients through this tool.
• You want to evaluate the number of collaborations completed by customers or agents.
• You are looking to record Cobrowsing sessions for auditing or process improvement purposes.

Answer (Solution/Recommendation)

The "10. Cobrowsing" Report, located in the "CDR" tab of the "Reports" section in wolkvox Manager (left side menu), provides you with all the information you need to analyze the use of the Cobrowsing tool in your operation.

• AGENT_ID: Extension number of the agent who attended the session.
• AGENT_NAME: Full name of the agent.
• DATE_INI: Date and time of the Cobrowsing session start.
• DATE_END: Date and time the collaboration ends.
• TIME: Total duration of the session, from start to finish.
• HUNG_UP: Indicates who ended the session first (agent or customer).