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Viewing Pega Co-Browse reports

As an administrator, from the Pega Co-Browse analytics page, you can view the summary of accepted and requested sessions, search for sessions per agent, view the average sessions attended, and filter sessions based on time (week, month, or year).

You can view two types of analytic reports in the Pega Co-browse application:

  • Sessions report
  • Agents report

Viewing the Sessions report

The Sessions report provides a summary of the total number of sessions attended by an agent in a graphical format. When you hover the cursor over the graph, you see the session details with the time stamp and duration. The report also provides the summary of attended and requested sessions. You can filter the report by week, month, or year, or by manually entering a date range.

To view the Sessions report, complete the following steps:

  1. Log in to the application by using your administrator credentials.
  2. Click Analytics.
  3. Click the Sessionstab.

Viewing the Agents report

The Agents report provides a summary of the agent's sessions that were attended from the Dashboard or as an API session.

On the Dashboard tab, you can view the details of the agents who logged to the application and accepted the sessions from the application dashboard in which an initiated co-browse session request is prompted as a list.

On the API tab, you can view agent details, the number of accepted sessions, and the average time that was taken to complete the co-browsing session by using the API. To get accurate API session reports, update the uniqueID and the name parameters in the API Co-Browse call. For example, if the agent ID is xyz and the agent name is abc, then the partner session URL is updated as fireflyAPI.generateSessionUrl(session_code, api_key, {uniqueID :’xyz’, name :’abc’}).

To view the Agents report, complete the following steps:

  1. Log in to the application by using your administrator credentials.
  2. Click Analytics.
  3. Click the API tab.
    • To view the dashboard sessions summary, click the Dashboard tab.
    • To view the API sessions summary, click the API tab.
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