Find search implementation successes and issues with metrics

This is for:

Business Analyst System Administrator

Usage analytics report cards such as table, metric, and trend cards display colored metric values:

Admin-MetricValueColor

Depending on the metric:

  • A green value either means that the value has improved compared to a certain period and/or that your Coveo-powered search interface has a good search relevance.

  • A black value can either be neutral or have no significance.

  • A red value can mean that the value is retrogressing compared to a certain period and/or that your Coveo-powered search interface has search relevance issues.

You can create analytics dashboards to learn for which metrics their search interface performs well and which metrics signal potential relevance issues.

Access a dashboard in Edit mode

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

  • Click the desired dashboard, click Open in the Action bar, and then click Edit in the upper-right corner.

  • Click Add, and then select Blank dashboard.

Find search implementation successes and issues with metrics

  1. Access a dashboard in Edit mode.

  2. On the dashboard:

    1. Add table, metric, or trend cards and report on at least the following relevance metrics, which are necessary to have an overview of search result relevance:

      Note

      For trend and metric cards, you have to select a dimension on which the metric calculation is based on. We recommend that you select either Origin 1 (page/hub) or Origin 2 (tab/interface) at first to have a global overview of the search relevance of your interface/search page.

    2. Review the metric value colors, and act if necessary.

      The following table lists all available metrics, thresholds to determine value colors (if any), and the metrics for which a higher or lower value is better:

      Metric Threshold (if any) Higher values are better Lower values are better Quality of a value depends on the context

      Activity

      check

      Attach to Case Count

      check

      Click Event Count

      check

      Search Event Clickthrough (%)

      • Green if > 60%

      • Black between 40-60%

      • Red if < 40%

      check

      Search Events With Clicks

      check

      Relevance Index

      • Green if > 0.7

      • Black between 0.5 to 0.7

      • Red if < 0.5

      check

      Average Click Rank

      • Green between 1 and 3

      • Black between 3 and 6

      • Red if > 6

      check

      Custom Event Count

      check

      Manual Search Event Count

      check

      Search Event Count

      check

      Refined Search Event Count

      check

      Unique User ID

      check

      Unique User IP

      check

      Unique Visitor ID

      check

      Visit Count

      check
Notes

  • Values are colored regardless of the UA card in which the metrics appear.

  • (If no thresholds) In comparison to a previous period, in trend cards only, higher values are green and lower values are red. In other cards (table, metric, etc.) the values of those metrics aren’t colored.

  • Since the quality of each metric value depends on the search implementation, and on the dimensions and filters applied, the values of those metrics are always displayed in black, regardless of the UA cards in which they appear. For example, a high Custom Event Count value is bad when reporting on the number of cases created, but it’s good when reporting on the number of cases deflected.

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 report access configurations

Analytics - Analytics data

Analytics - Reports

Organization - Organization

View

Edit report access configurations

Analytics - Analytics data

Organization - Organization

View

Analytics - Reports

Edit

Analytics - Administrate

Allowed