Review your company self-service usage

This is for:

Business Analyst System Administrator

The Self-Service and Case Deflection dashboard in the Coveo Administration Console provides a quick overview of various visit metrics, such as the number of visits 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 (%) 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

  1. On the Reports (platform-ca | platform-eu | platform-au) page, click Add, and then select Dashboard from template.

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

  3. 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.

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

  1. On the Reports (platform-ca | platform-eu | platform-au) 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).

  2. 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

  1. Access the "Self-Service and Case Deflection" dashboard.

  2. In 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).

      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 over which you want to review search usage data

  1. Access the "Self-Service and Case Deflection" dashboard.

  2. 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 chevron-left and chevron-right respectively or you can click the box containing the actual date range (for example, Actual-Date-Range - 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 Search Usage Data).

Add one or more dimension filters to refine search usage analytics data

  1. Access the "Self-Service and Case Deflection" dashboard.

  2. In the Self-Service and Case Deflection dashboard, click filter-add-2 in the upper-left corner to add global dimension filters.

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 - Dimensions
Analytics - Named filters
Analytics - Permission filters
Analytics - Reports
Organization - Organization

View

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