---
title: Review your company self-service usage
slug: '1754'
canonical_url: https://docs.coveo.com/en/1754/
collection: coveo-analytics
source_format: adoc
---
# Review your company self-service usage
The **Self-Service and Case Deflection** [dashboard](https://docs.coveo.com/en/256/) in the [Coveo Administration Console](https://docs.coveo.com/en/183/) provides a quick overview of various visit [metrics](https://docs.coveo.com/en/263/), such as the number of [visits](https://docs.coveo.com/en/271/) in which at least a search and a click were performed on your community search page and the number of visits on your case creation page.
The **Self-Service and Case Deflection** dashboard is divided into the two following sections: **Community Visits** and **Case Deflection**.

The **[Search Event Clickthrough](https://docs.coveo.com/en/2837/) (%)** average during visits on your community search page and the number of case deflections versus the number of case creations help you identify quickly self-service trends and anomalies to determine when further analysis is required.

## Create the Self-Service and Case Deflection dashboard

. On the [**Reports**](https://platform.cloud.coveo.com/admin/#/orgid/usage/reports/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/usage/reports/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/usage/reports/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/usage/reports/)) page, click **Add**, and then select **Dashboard from template**.

. In the **Select a Template** panel that appears, select **Self-Service and Case Deflection**, and then click **Select**.

. In the **Self-Service and Case Deflection Report** panel:

.. 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.

.. Under **Self-service portal search hub**, select the [search hub](https://docs.coveo.com/en/1342/) for the self-service portal you want to analyze.

... 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.

.. Under **Case creation search hub**, select the [search hub](https://docs.coveo.com/en/1342/) for the case creation page you want to analyze.

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

... 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.

.. Click **Add report**.

## Access the "Self-Service and Case Deflection" dashboard in Edit mode

. On the [**Reports**](https://platform.cloud.coveo.com/admin/#/orgid/usage/reports/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/usage/reports/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/usage/reports/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/usage/reports/)) page, click the **Self-Service and Case Deflection** dashboard, and then click **Open** in the Action bar.

> **Note**
>
> The **Self-Service and Case Deflection** dashboard could be deleted, renamed, or modified.
> If missing, you can create the report using the **Self-Service and Case Deflection** template (see [Create the Self-Service and Case Deflection Dashboard](#create-the-self-service-and-case-deflection-dashboard)).

. In the **Self-Service and Case Deflection** dashboard, click **Edit** in the upper-right corner.

> **Important**
>
> Changes that you made prior to accessing Edit mode are kept.
> Therefore, you must remove these changes (if unwanted) before saving the report.

## Review the available numerical metrics

. [Access the "Self-Service and Case Deflection" dashboard](#access-the-self-service-and-case-deflection-dashboard-in-edit-mode).

. On the **Self-Service** tab of the **Self-Service and Case Deflection** dashboard, inspect the available metric values:

In the **Community Visits** section:

> **Note**
>
> All visits are counted regardless of unique IP addresses and user names.

** **Total Visits**

The number of visits on your community search page.

** **Total Visits with Searches**

The number of visits on your community search page in which a user query was performed using the search box.

> **Notes**
>
> * Queries must not be blank nor unavailable.
> 
> * User query refinements are excluded.

** **Total Visits with Searches and Clicks**

The number of visits on your community search page in which a user query (performed using the search box) was followed by a click on a search result.
When evaluating the effectiveness of your community search page, you want that number to be as close as possible as the **Total Visits with Searches**.

** **Visit Clickthrough**

The number of visits on your community search page with at least one click divided by the total number of visits (see [Total Visits](#review-the-available-numerical-metrics)).

In the **Case Deflection** section:

> **Note**
>
> All visits are counted regardless of unique IP addresses and user names

** **Total Case Creation Page Visits**

The number of visits on your case creation page.

** **Total Visits with Case Deflection**

The number of visits on your case creation page in which a search result was clicked that wasn't followed by a case creation.

** **Total Visits with Case Submit**

The number of visits on your case creation page in which a support case was created.

** **Total Visits with Abandon**

The number of visits on your case creation page in which the user exists the page without performing any action (for example, performing a query, clicking links, etc.).

## Set the date interval in which you want to review your data

. [Access the "Self-Service and Case Deflection" dashboard](#access-the-self-service-and-case-deflection-dashboard-in-edit-mode).

. In the **Self-Service and Case Deflection** dashboard, in the upper-right corner of the report, you can quickly go from the actual date interval selected (last week, month...) to the previous period or next period by clicking icon:chevron-left[alt=chevron-left,width=16] and icon:chevron-right[alt=chevron-right,width=16] respectively or you can click the box containing the actual date range (for example, ![Actual-Date-Range](coveo-platform/icon-actual-date-range.png) - by default the last 7 complete days) to access the **Report Period** dialog, and then select the date range you want to review (see [Set the period to review data](https://docs.coveo.com/en/1704/)).

## Add one or more dimension filters to refine your data

. [Access the "Self-Service and Case Deflection" dashboard](#access-the-self-service-and-case-deflection-dashboard-in-edit-mode).

. In the **Self-Service and Case Deflection** dashboard, click icon:filter-add-2[alt=filter-add-2,width=16] in the upper-left corner [to add global dimension filters](https://docs.coveo.com/en/1675/).

## Required privileges

The following table indicates the required privileges to view and edit dashboards from the [**Reports**](https://platform.cloud.coveo.com/admin/#/orgid/usage/reports/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/usage/reports/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/usage/reports/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/usage/reports/)) page and associated panels (see [Manage privileges](https://docs.coveo.com/en/3151/) and [Privilege reference](https://docs.coveo.com/en/1707/)).

> **Note**
>
> Access to dashboards or part of their content may be further restricted as a function of the member (see [Manage access to reports](https://docs.coveo.com/en/1888/) and [Manage permission filters](https://docs.coveo.com/en/1917/)).

[cols="3",options="header"]
|===
|Action
|Service - Domain
|Required access level

|View dashboards
|Analytics - Analytics data  
Analytics - Dimensions  
Analytics - Named filters  
Analytics - Permission filters  
Analytics - Reports  
Organization - Organization
|View

.3+|Edit dashboards
|Analytics - Analytics data  
Analytics - Dimensions  
Analytics - Named filters  
Analytics - Permission filters  
Organization - Organization
|View

|Analytics - Data exports  
Analytics - Reports
|Edit

|Analytics - Administrate
|Allowed
|===