Add dashboards

This is for:

Business Analyst System Administrator

Members with the required privileges can use the Reports (platform-ca | platform-eu | platform-au) page of the Analytics section of the Coveo Administration Console to create custom usage analytics (UA) dashboards. These custom dashboards can be used to focus on trends and anomalies that aren’t normally found in the default Summary dashboard.

Note

By default, members of the Administrators and Analytics Managers groups of your organization have access to all dashboards. Dashboards can also be shared with specific members or saved for your own personal use (see Manage the Access to the Dashboard).

Add a usage analytics dashboard

  1. Log in to Coveo (platform-ca | platform-eu | platform-au) as a member of a group with the required privileges to manage reports in the target Coveo organization.

  2. On the Reports (platform-ca | platform-eu | platform-au) page, do one of the following:

  3. In the upper-left corner of the report, enter or edit the name and description for the dashboard.

  4. Click Save.

  5. Add, remove, or modify filters, tabs, sections, and cards as required (see Review and manage dashboards).

Tip

Group this report and your other implementation resources together in a project. See Manage projects.

Templates requiring configuration

"General Search Interface Metrics" template

In the Add General Search Interface Metrics Report panel:

  1. Under Search interface, click the dropdown menu, and then select the search interface you want to analyze.

  2. Click Add report.

"Generative Answering Performance" template

Notes

In the Add Generative Answering Performance Report panel:

  1. Under Select the search hub interface (Origin level 1) where Relevance Generative Answering is deployed, select the search interface that you want to analyze.

  2. Under Select the answer generated custom dimension name, select the c_answergenerated custom dimension that you created for RGA.

  3. (Optional) Under Select the Case Submission custom event value, select the custom event value that’s logged when a user submits a case during the same visit when accessing the RGA-enabled search interface. This data is used to populate the report cards in the dashboard’s Self Service tab, and lets you see the impact of RGA on case submission, and by extension on self-service success.

  4. Click Add report.

"Case Deflection Performance Dashboard" template

In the Add Case Deflection Performance Dashboard Report panel:

  1. Under Average Cost per Support Incident, enter your organization’s average cost per support incident. This value helps calculate the cost savings from case deflection.

  2. Under Case creation search hub, select the search hub for the Case Assist experience you want to analyze.

    Tip

    The search hub value must match the name of your Case Assist configuration.

  3. Under Select your case submission event type, select the event type for the case submission event you want to analyze (for example, ticket_create).

  4. Under Select your case submission event value, select the event value for the case submission event you want to analyze. Leave this field empty if you selected ticket_create in the previous step.

  5. Click Add report.

For more information about the available UA metrics, see Generate Case Assist reports.

"Self-Service and Case Deflection" template

In the Self-Service and Case Deflection Report panel:

  1. Under Average Cost per Support Incident, enter your organization’s average cost per support incident. This value helps calculate the cost savings from case deflection.

  2. Under Self-service portal search hub, select the search hub for the self-service portal you want to analyze.

    1. Under Select the knowledge or problem resolution source, select the knowledge or problem resolution source you want to analyze.

      Tip

      This is typically a source of content which helps answer questions that would otherwise lead to a case submission.

  3. Under Case creation search hub, select the search hub for the Case Creation page you want to analyze.

    1. Under Select your case submission event type, select the event type for the case submission event you want to analyze (for example, ticket_create).

    2. Under Select your case submission event value, select the event value for the case submission event you want to analyze. Leave this field empty if you selected ticket_create in the previous step.

  4. Click Add report.

For more information about the available UA metrics, see Review your company self-usage.

"Search Performance" template

In the Add Search Performance Report panel:

  1. Under Select search interface (Origin level 1), click the dropdown menu, and then select the search interface you want to analyze.

  2. Click Add report.

"Support Agents Adoption" template

Note

This report uses custom data, and therefore only works with the UA Protocol. If your Coveo implementation uses the Event Protocol, this report won’t function as expected.

In the Add Support Agents Report panel:

  1. In the first input, enter the Total number of agents in your organization.

  2. In the Select custom dimension name (unique case identifier) input, enter the name of the dimension that uniquely identifies your support cases.

  3. Under Select agent side panel (Origin level 1), click the dropdown menu, and then select the search interface you want to analyze.

  4. Under Select agent full search page (Origin level 1), click the dropdown menu, and then select the search interface you want to analyze.

  5. Click Add report.

    Note

    When you don’t already have a dimension that covers this use case, ask a developer to set up the dimension, and then add it in the Administration Console (see Send your own UA events and Add dimension on custom metadata). Otherwise, some metric cards on the report won’t load.

"A/B Testing" template

Note

Your Coveo organization must contain at least two query pipelines associated with an active A/B Test, and usage analytics data must be available for at least one of the two pipelines. Otherwise, you’ll get the Missing Required Usage Analytics Data error message when adding the report.

In the Add A/B Testing Report panel:

  1. Under Select A/B test, click the dropdown menu, and then select one of the available test sets.

    Note

    The dropdown menu lists all test sets available for your Coveo organization, not only the A/B tests created in the Coveo Administration Console.

  2. In the Select item A and Select item B dropdown menu, select the two items (not necessarily pipelines) in the selected test set that you want to compare.

  3. Click Add report.

Required privileges

The following table indicates the required privileges to view and edit dashboards from the Reports (platform-ca | platform-eu | platform-au) page and associated panels (see Manage privileges and Privilege reference).

Note

Access to dashboards or part of their content may be further restricted as a function of the member (see Manage access to reports and Manage permission filters).
Action Service - Domain Required access level

View dashboards

Analytics - Analytics data

Analytics - Reports

Organization - Organization

View

Edit dashboards

Analytics - Analytics data

Organization - Organization

View

Analytics - Reports

Edit

Analytics - Administrate

Allowed