We have an issue where we are running the Co-Browse Analytics report for Sessions and appear to be getting back data results that appear to incorrect.
We are seeing statistics for January 1, 2025 when we were closed as well as other days where we were closed,
Also the report is showing Requested and Attended as the same number throughout the entire year, while I’d like to believe we Answered every request, I find it to be suspect as it also shows Requested and Attended on days that we were closed.
I have verified the hours are set to M-F 8-8 ET
Is there any other ways to view the data to get accurate data?
Use the recorded session data in the Pega Co-Browse dashboard as your source of truth, instead of relying only on the Sessions analytics summary. Pega’s business-hours setting is for the support button configuration, so it does not guarantee that the analytics report will exclude events on closed days. That is why you can still see counts on holidays or after hours. To verify what really happened, open the Co-Browse dashboard and review the actual recorded sessions by date and status, because Pega supports viewing recorded co-browsing sessions directly there. This will give you the accurate session-level data you need to confirm whether the report totals are misleading.
Just a couple of questions and the ticket can be closed.
We did not have the Record Co-Browse enabled so that will not be an option for historical. I have enabled it going forward.
Is there no other option to retrieved historical?
Pega’s business-hours setting is for the support button configuration, so it does not guarantee that the analytics report will exclude events on closed days. That is why you can still see counts on holidays or after hours.
Does this mean that what we are seeing for those dates could be where customers clicked the support option and they received a message that we were closed?
as per my understanding, unfortunately there is no other way to retrieve detailed historical session data since the recording feature was not enabled previously. However, your assumption regarding the closed-day data is completely correct. When customers click the support widget outside of your configured business hours, they receive an automated message stating that your office is closed. Pega automatically logs this specific interaction as both a requested and an attended session. This automated logging behavior explains why your report displays identical numbers for both metrics even on holidays. Enabling the recording feature guarantees you will have verifiable data moving forward. You can also open a pega support request if that helps in anyway. thanks