Analytics

the analytics tab provides admins and supervisors with a comprehensive overview of cobrowsing activity across all agents it helps organizations measure efficiency, identify trends, and evaluate agent performance analytics can also be exported as excel reports for deeper analysis path cobrowsing console → admin/supervisor → analytics general analytics the general analytics section provides a high level overview of cobrowsing performance by comparing inbound and outbound approaches it helps admins and supervisors understand which approach is used more frequently and how effective it is in resolving customer queries key metrics in general analytics comparison between approaches side by side view of inbound vs outbound cobrowsing sessions helps identify which initiation method customers/agents prefer cobrowsing sessions attended total number of sessions completed through each approach tracks the adoption of inbound vs outbound requests initiated vs requests attended vs customers converted requests initiated → total number of customer requests created requests attended → number of requests successfully handled by an agent customers converted → number of customers who completed the desired action during/after the session nps (net promoter score) comparison of nps ratings between inbound and outbound sessions helps measure customer satisfaction and quality of support for each approach why it’s useful understand customer behavior (do they prefer requesting support or responding to outbound links?) measure agent effectiveness across both approaches identify which approach delivers better conversion and satisfaction rates use data to optimize your cobrowsing strategy and improve roi inbound analytics the inbound analytics section gives admins and supervisors a detailed view of all cobrowsing sessions initiated by customers through the website or application it helps track customer behavior, agent responsiveness, and overall effectiveness of inbound cobrowsing path cobrowsing console → analytics → inbound analytics default view by default, the last 7 days of data are displayed admins can change filters to view other date ranges cards & metrics cobrowsing request initiated total number of cobrowsing requests initiated by customers cobrowsing request attended count of customer requests successfully attended by agents cobrowsing request not initiated number of customers who clicked on request for support but did not complete session initiation average session time average duration of completed cobrowsing sessions average waiting time (attended leads) time difference between customer request and agent connect for attended sessions average waiting time (unattended leads) time difference between the customer request and the customer leaving in unattended cases customers converted by agent number of customers converted during sessions directly with agents customers converted through url number of conversions recorded via session urls (e g , customer completed an action on the provided link) repeated customers (admin only) customers who attended more than one session unique customers (admin only) customers attending their first cobrowsing session visible under cobrowsing console → admin → analytics → inbound analytics these metrics are also available in mailer analytics settings → email settings → all profiles → inbound → unique customers settings → email settings → all profiles → inbound → repeated customers graphs & visualizations service request analytics graph showing counts of requests initiated requests attended requests not initiated customers converted agent’s average nps score displays the average net promoter score (nps) of all agents under the admin traffic sources data on visits to client pages where cobrowsing requests were initiated shows the number of sessions done on each page page wise session analytics comparison of web pages to identify the pages with the highest cobrowsing activity agent wise cobrowsing session analytics per agent breakdown showing requests initiated requests attended requests not initiated customers converted why inbound analytics is useful helps identify bottlenecks (e g , high waiting time) reveals which web pages and triggers (floating button, greeting bubble, etc ) generate the most requests tracks conversion success by agent and by url differentiates first time users (unique) from returning customers (repeated) provides actionable insights into agent performance and responsiveness outbound analytics the outbound analytics section provides admins with detailed insights into cobrowsing sessions initiated by agents it includes data from both drop link and search lead approaches, helping organizations measure the effectiveness of proactive engagement with customers path cobrowsing console → admin → analytics → outbound analytics cards & metrics captured leads total number of leads captured (via search tags or link generation) searched leads count of total leads searched by agents using the search lead function cobrowsing request attended number of outbound cobrowsing sessions successfully attended customers converted count of outbound leads successfully converted during/after sessions cobrowsing request denied by customer the number of outbound cobrowsing requests declined among customers average session time average duration of outbound cobrowsing sessions conversion rate percentage of leads converted relative to leads attended average waiting time (attended leads) time between customer request (search lead entry) and agent connect average waiting time (unattended leads) time between the customer request (search lead entry) and the customer leaving note to mark leads as attended or unattended, the agent must search the lead graphs & visualizations service request analytics graph showing captured leads requests attended customers converted requests denied agent’s average nps score displays average net promoter score across all agents page wise session analytics compares which web pages see the most outbound cobrowsing activity agent wise cobrowsing session analytics breakdown per agent leads captured requests attended customers converted requests denied captured leads report admins can download captured leads as an excel report ( xls) path cobrowsing console → admin → analytics → outbound analytics → captured leads card → download report contents drop off leads → customers who filled search fields but never joined a session attended session → leads who attended at least one cobrowsing session not attended session → leads generated and searched but did not attend or declined rules & notes if <1000 records → file downloads immediately if >1000 records → report is emailed to the configured email id report columns are dynamic based on the configured search tag fields at the time of download example on jan 1 → only “mobile number” search tag exists → report has “mobile number” column on jan 2 → “first name” search tag is added → new reports show both “mobile number” + “first name ” for older sessions, missing field values show as “ ” this report is also available in mailer analytics settings → email settings → all profiles → outbound → search leads → captured leads unique & repeated customer analytics (search lead – admin only) outbound analytics also supports customer level tracking when unique identifiers are configured in search tag fields to enable settings → advanced settings → search tag fields → add field modal → mark as unique identifier cards unique customers → customers who attended a session for the first time repeated customers → customers who attended multiple sessions visible under cobrowsing console → admin → analytics → outbound analytics filters & reports filters can be applied by date range reports are downloadable from the cards individually sample reports available for unique customers and repeated customers limitations at least one unique identifier tag must be enabled (e g , mobile number, customer id) deleting a search tag does not remove historical data downloaded report columns depend on search tags present at download time , not session time if a non unique identifier (e g , email id) is used → customers always appear as unique regardless of repeat visits multiple fields can be marked as unique identifiers why outbound analytics is useful tracks agent driven engagement effectiveness helps optimize search lead workflows and drop link campaigns identifies conversion gaps (high captured leads but low conversions) measures nps & waiting times for proactive support sessions provides visibility into unique vs repeat customer behavior for outbound campaigns reverse cobrowsing the reverse cobrowsing analytics section helps admins and supervisors measure customer engagement and agent performance in sessions initiated via the reverse cobrowsing approach in this mode, agents generate and share a support link with customers, who then approve the session path cobrowsing console → admin → analytics → reverse cobrowsing analytics cards & metrics unique customers customers who attended a reverse cobrowsing session for the first time repeated customers customers who attended more than one reverse cobrowsing session filters & reports filters can be applied by date range (similar to inbound & outbound analytics) each card provides a download button for reports if the count is less than 1000 records → report downloads immediately if the count is more than 1000 records → report is sent to the configured email id sample reports available unique customer report repeated customer report availability in mailer analytics these reports can also be configured under mailer analytics for automatic scheduling inbound analytics settings → email settings → all profiles → inbound → unique customers settings → email settings → all profiles → inbound → repeated customers outbound analytics settings → email settings → all profiles → outbound → search leads → unique customers settings → email settings → all profiles → outbound → search leads → repeated customers reverse cobrowsing analytics settings → email settings → all profiles → reverse cobrowsing → unique customers settings → email settings → all profiles → reverse cobrowsing → repeated customers