Use Case: Creating a Dashboard Linking to the Visit Browser

You can use the Analytics section of the administration console navigation menu to create a custom dashboard that shows the case deflection trend inside the organization and links to the Visit Browser to browse visits where cases where not deflected (see Who Can Perform the Page Actions).

In the BestTech Organization, the caseCreate (Custom Event Value) corresponds to a customer clicking Create Case, and cancel (Custom Event Value) corresponds to a customer clicking I found a solution!. When a customer does not open a support case after finding a solution by himself on an Organization web site, it is called a case deflection.

SF-CaseDeflectionEx

Knowing the exact queries that preceded the creation of a case and browsing the user visits in which they were performed, an analytics manager can, among other things, add content (such as Knowledge Base articles) on the web site of its organization to improve case deflection and customer satisfaction (see Report on Queries That Surrounded a Custom Event). After all the necessary changes are made, the analytics manager can analyze if it had an impact on the case deflection trend. This topic covers a way to do just that and describes one of the infinite possibilities you can achieve with custom dashboards.

Before building this particular dashboard, you should get very familiar with all the custom dashboard and Visit Browser features [see Reviewing and Managing Dashboards and Reviewing User Visits With the Visit Browser].

Create a Dashboard Analyzing the Trend Inside Your Salesforce Organization

  1. In the Coveo Cloud administration console, under Analytics, click Reports.

  2. In the Reports page, click Add .

  3. Title the dashboard Case Deflection.

  4. Enter a dashboard description that reflects its purposes.

    This dashboard is used to monitor case deflection on BestTech’s online community.

  5. Click on the time span on the right to select the time period for which you want to review the case deflection trend.

    Week

  6. Click Add a Card.

    1. In the Add a Card dialog, select Time Series to create a time series that only shows the number of deflected cases in your organization over time:

      1. Under Event Type, select All.

      2. Under Content To Add, type Custom Event Count in the Search metrics box to locate the required metric, or select Custom Event Count by scrolling the list under Available Metrics.

      3. In the Advanced Settings section:

        1. Add the following filters: Event Type is caseDeflection and Custom Event Value is cancel.

        2. Under Interval, select Day.

        3. Make sure that the Line icon is selected under Data Display.

      4. Click Add Card.

    2. In the new card, enter a title that better matches the event.

      Deflected

    3. Resize the graph to be able to see Average and Peak.

    4. In the Add a Card dialog, select Table to create table that shows the items viewed during a visit where a caseCreate happened:

      1. Under Event Type, select All.

      2. Under Content To Add, type Document Title in the Search dimensions box to locate the required metric, or select Document Title by scrolling the list under Available Dimensions.

      3. In the Search Metrics box, type Custom Event Count to locate the required metric, or select Custom Event Count by scrolling the list under Available Metrics.

      4. Make sure that the Create a relation using selector is set to Visit.

      5. In the Advanced Settings section:

        1. Add the following filters: Document Title is not n/a and Custom Event Count is cancel.

        2. Make sure that the Sort Direction selector is set to Descending.

      6. Click Add Card.

    5. Enter a descriptive name for the table.

      Top items viewed during visits that resulted in a case deflection

    6. In the Add a Card dialog, select Table to create a table that shows the queries that were submitted during a visit where a case deflection happened:

      1. Under Event Type, select All.

      2. Under Content To Add, type Query in the Search dimensions box to locate the required metric, or select Query by scrolling the list under Available Dimensions.

      3. In the Search Metrics box, type Custom Event Count to locate the required metric, or select Custom Event Count by scrolling the list under Available Metrics.

      4. Make sure that the Create a relation using selector is set to Visit.

      5. In the Advanced Settings section:

        1. Add the following filter: Query is not blank or n/a.

        2. Make sure that the Sort Direction selector is set to Descending.

      6. Click Add Card.

    7. Enter a descriptive name for the table.

      Top queries during visits in which a case was deflected

    8. In the Add a Card dialog, select Metric to create a metrics card that shows the number of items viewed in a visit in which a case was deflected:

      1. Under Event Type, select All.

      2. Under Content To Add, type Click Count in the Search metrics box to locate the required metric, or select Click Count by scrolling the list under Available Metrics.

      3. Make sure that the Create a relation using selector is set to Visit.

      4. In the Advanced Settings section, add the following filter: Custom Event Value iscancel.

      5. Click Add Card.

    9. Rename the Click Count metric card.

      Documents viewed during visits that resulted in case deflection

    10. In the Add a Card dialog, select Metric to create a metrics card that shows the number of queries submitted in a visit in which a case was deflected:

      1. Under Event Type, select All.

      2. Under Content To Add, type Query Count in the Search metrics box to locate the required metric, or select Query Count by scrolling the list under Available Metrics.

      3. Make sure that the Create a relation using selector is set to Last Search.

      4. In the Advanced Settings section, add the following filter: Custom Event Value is cancel.

      5. Click Add Card.

    11. Rename the Query Count metric card.

      Queries submitted during visits that resulted in case deflection

  7. Title the section Cases deflected.

  8. In another section, add the following cards:

    1. In the Add a Card dialog, select Time Series to create a time series that only shows the number of cases not deflected over time:

      1. Under Event Type, select All.

      2. Under Content To Add, type Custom Event Count in the Search metrics box to locate the required metric, or select Custom Event Count by scrolling the list under Available Metrics.

      3. In the Advanced Settings section:

        1. Add the following filter: Custom Event Value is caseCreate.

        2. Under Interval, select Day.

        3. Make sure that the Line icon is selected under Data Display.

      4. Click Add Card.

    2. Rename the Custom Event Value graph to better match the event.

      Cases Not Deflected

    3. Resize the graph to be able to see Average and Peak.

    4. In the Add a Card dialog, select Table to create a table that shows the queries that were submitted the most during a visit where a case creation happened:

      1. Under Event Type, select All.

      2. Under Content To Add, type Query in the Search dimensions box to locate the required metric, or select Query by scrolling the list under Available Dimensions.

      3. In the Search Metrics box, type Custom Event Count to locate the required metric, or select Custom Event Count by scrolling the list under Available Metrics.

      4. In the same box, type Unique User ID to locate the required metric, or select Unique User ID by scrolling the list under Available Metrics.

      5. Make sure that the Create a relation using selector is set to Last Search.

      6. In the Advanced Settings section:

        1. Add the following filter: Custom Event Value is caseCreate and Query is not blank or n/a.

          In the VALUE DESTINATION LINK box, modify the following URL by completing the date interval (start date and end date) parameter in the dd-mm-yyyy format:

          https://cloud.coveo.com/#usage/visit?from=[StartDate]&to=[EndDate]&f=%28customEventType%3D%3D%27Search%27%29AND%28queryexpression%3D~%27{value}%27%29&f=%28customevent.value%21%3Dnull%29AND%28customeventvalue%3D%3D%27caseCreate%27%29

          Clicking a table value will open the Visit Browser with the two following filters:

          Admin-CustomDashboardUseCase9

          where {value} is replaced with the clicked value in the table, allowing you to browse every user visits that match these two criteria.

        2. Make sure that the Column header option check box is selected.

        3. Make sure that the Sort Direction selector is set to Ascending.

      7. Click Add Card.

    5. Enter a descriptive name for the table.

      Top queries for visits in which a case was created

  9. Title the section Not Deflected.

  10. Save the dashboard.

    You have access to all custom dashboards. Custom dashboards cannot be saved for your own personal use.

    Once done, the custom dashboard should look like the following:

    Admin-CaseDeflectionCustomDashboardd_800x1178

  11. Interpret the results and take measures (if necessary).

    By looking at Top queries during visits for which a case was deflected table, it would be a good idea to ensure that the BestTech online community web site provides a user guide for all Bravia TV versions.

Who Can Perform the Page Actions

The required roles are:

  • Analytics Manager

    OR

  • Administrator