Reviewing Your Company Self-Service Usage

The Self-Service and Case Deflection dashboard is divided into the two following sections: Community Visits and Case Deflection. Coveo for Salesforce Free clients can use this page to review the case creation and support search page activity and evaluate the effectiveness of your self-service tools (see Required Privileges and Getting Started with Coveo for Salesforce Free Edition).

The purpose of the administration console Self-Service and Case Deflection dashboard is to provide 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 query click-through (%) 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. If not already done, log in to your Coveo Cloud organizationwith a user that is a member of a group with the required privileges to manage reports (see Required Privileges).

  2. In the navigation menu on the left, under Analytics, select Reports.

    The following message appears on the page when the Usage Analytics service is not activated for your Coveo Cloud organization. Contact Coveo Support to activate the usage analytics service for your Coveo Cloud organization.

    This section is not available for your Organization.

  3. In the Reports page, Click Add, and then select Dashboard from template.

  4. In the Select a Template panel that appears, click the Self-Service and Case Deflection radio button, and then click Select.

  5. In the Self-Service and Case Deflection dashboard, in the top right corner of the screen, click Save.

Access the “Self-Service and Case Deflection” Dashboard in Edit mode

  1. If not already done, log in to your Coveo Cloud organization with a user that is a member of a group with the required privileges to manage reports (see Required Privileges).

  2. In the main menu on the left, under Analytics, select Reports.

    The following message appears on the page when the Usage Analytics service is not activated for your Coveo Cloud organization. Contact Coveo Support to activate the usage analytics service for your Coveo Cloud organization.

    This section is not available for your Organization.

  3. In the Reports page:

    • Click the row of the Self-Service and Case Deflection dashboard, and then, in the Action bar, click View.

      OR

    • Double-click the row of the Self-Service and Case Deflection dashboard.

    The Self-Service and Case Deflection dashboard could have been 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).

  4. In the Self-Service and Case Deflection dashboard, in the top right corner of the screen, click Edit.

    Changes you made prior accessing the Edit mode are kept. You must thus remove these changes (if unwanted) before saving the report.

Review the Available Numerical Metrics

  1. Access the Self-Service and Case Deflection dashboard (see Access the Self-Service and Case Deflection Dashboard in Edit mode).

  2. In the Self-Service and Case Deflection dashboard, in the Self-Service tab, inspect the available metric values:

    In the Community Visits section:

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

Set the Date Interval Over Which You Want to Review Search Usage Data

  1. Access the Self-Service and Case Deflection dashboard (see Access the Self-Service and Case Deflection Dashboard in Edit mode).

  2. In the Self-Service and Case Deflection dashboard, in the top 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 the left (Icon-LeftArrowb) and right (Icon-RightArrowb) arrow icons respectively or you can click the box containing the actual date range (e.g., Icon-ActualDateRangeb - by default the last 7 complete days) to access the Report Period dialog, and then select the date range you want to review (see Setting 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 (see Access the Self-Service and Case Deflection Dashboard in Edit mode).

  2. In the Self-Service and Case Deflection dashboard, in the top left corner of the report, access the dialog to add global dimension filters by clicking the filter addition icon (Icon-FilterAdditionc) (see Adding Global Dimension Filters).

Required Privileges

The following table indicates the required privileges to view and edit dashboards from the Reports page and associated panels.

Access to dashboards or part of their content may be further restricted as a function of the member (see Managing Usage Analytics Report Access in Reports and Managing Permission Filters).

Action Service - Privilege Required access level
View dashboard

Analytics - Analytics data

Analytics - Dimensions

Analytics - Named filters

Analytics - Permission filters

Analytics - Reports

Organization - Organization

View
Edit dashboard

Analytics - Analytics data

Analytics - Dimensions

Analytics - Named filters

Analytics - Permission filters

Organization - Organization

View

Analytics - Exports

Analytics - Reports

Edit
Analytics - Administrate Enable