Browser

Browser is a report category that allows you to track events performed by agents in the browser. By examining agents’ tab, application, and connection statuses, you can monitor events that occur during their work process in detail.

To access this report category, follow Reports > Agent Reports > Browser.
You can filter the reports based on Date, Agent, and Event Type using the filter fields at the top of the reports. You can also search within the report using the Search field.
To refresh the data in your report, click the Refresh icon.
The Browser category includes Event Stream, Agent Summary, Abnormal Statuses, and Event Trend reports.

1. Event Stream

Event Stream is a report that allows you to view events performed by agents within a specific date range, along with date, time, and status information. It enables you to examine agents’ activities on tabs and applications in detail and track the event flow within a specific period.

To access this report, follow Reports > Agent Reports > Browser > Event Stream.
Events such as an agent leaving a tab, returning to a tab, opening an application, or closing an application are included in detail in this report. You can generate a report for the selected agent and review the relevant events.

2. Agent Summary

Agent Summary is a report that provides a summary of agents’ connection, tab, and idle statuses, along with their most recent events. It allows you to review connection and status changes during agents’ work processes, together with count and total duration information, in a single report.

To access this report, follow Reports > Agent Reports > Browser > Agent Summary.
You can customize the displayed columns according to your needs. To do this, click Column Manager and activate or deactivate the columns you want to display.
You can also use the AI feature to filter your report. To do this, click the AI button at the top of the screen. Enter and submit the criteria for the report you want to prepare in the chat field that opens. The report is automatically prepared according to the criteria you enter.
You can export the report in Excel, PDF, CSV, XML, and JSON formats.

The report includes the following information:

Agent: The name of the agent to whom the report information belongs.
Connection Lost - Count: The number of times the agent’s internet connection was lost.
Tab Left - Count: The number of times the agent left the tab.
Tab Left - Total Duration: The total time the agent spent after leaving the tab.
Idle - Count: The number of times the agent entered an idle state.
Idle - Total Duration: The total time the agent spent in an idle state.
Last Event: The name of the most recent event that occurred for the agent.
Last Event Time: The date and time when the last event occurred.

3. Abnormal Statuses

Abnormal Statuses is a report that allows you to view situations such as agents leaving tabs and entering idle states, together with their duration information. It enables you to track situations that occur outside the agents’ normal work flow and examine how long these situations lasted.

To access this report, follow Reports > Agent Reports > Browser > Abnormal Statuses.
You can enable automatic report refreshing by clicking the Auto Refresh button in the upper-right corner of the screen.

4. Event Trend

Event Trend is a report that allows you to view events occurring in the browser on an hourly or daily basis through graphs. It enables you to examine the distribution of events within the selected time range through graphs and track how frequently different events occur.

To access this report, follow Reports > Agent Reports > Browser > Event Trend.

The report includes the following event types:

Application opened
Tab left
Application closed
Returned to tab
Became idle
Exited idle state
Internet connection lost
Internet connection restored