Introduction

The "10. Cobrowsing" report from the "CDR" report group allows you to audit and track Cobrowsing sessions conducted between agents and end users. It identifies who handled the session, when it started and ended, its duration, and who ended the video call first. This is useful for operational control, traceability, support, and analysis of tool adoption.

Report Information

• AGENT_ID: Number or identifier of the agent who handled the Cobrowsing session; allows you to quickly cross-reference the session with the agent's extension or internal identification.
• AGENT_NAME: Name of the agent associated with the session; useful for analysis by person (e.g., Cobrowsing adoption by agent or support provided).
• DATE_INI: Date and time when the Cobrowsing session started; used to pinpoint the exact moment when the end user initiated screen sharing/assistance with the agent.
• DATE_END: Date and time when the session ended; allows confirmation of when the assistance concluded and validates the traceability of the closure.
• TIME: Total duration of the session (format: HH:MM:SS); key for understanding how long the assistance took and for estimating the operational workload associated with Cobrowsing.
• HUNG_UP: Indicates who ended the Cobrowsing video call first and can show these default values: agent (the agent hung up first) and user (the end user hung up first); useful for detecting patterns of session closure (e.g., sessions ended by the user vs. closures managed by the agent).