Leverage User Actions in the Coveo Insight Panel Lightning Component

This is for:

Developer System Administrator

The UserActions component, which is available by default in the Coveo Insight Panel Lightning Component, allows agents to analyze the recent activities (user queries, clicked items, and page views) of an end user. When integrated in a search interface, this component automatically displays the Viewed by Customer label.

Tip

User Actions can be leveraged in the Coveo Insight Panel Lightning Component and in the Coveo Full Search page.

Session Summary and User Activity Timeline

The UserActions component displays the Session Summary and User Activity Timeline details.

Coveo UserActions panel displaying Session Summary and User Activity Timeline | Coveo for Salesforce

The Session Summary section highlights the Most Recent Clicked Documents and the Most Recent Queries. Each section can feature up to three items.

The User Activity Timeline section displays the session in which the case submit action (that is, ticketCreationDateTime) took place. The newest events are displayed at the top of the timeline.

A total of five sessions can be displayed by the timeline. The Show new session menu displays the two sessions that occurred after the case submit action took place. The Show past session menu displays the two sessions that occurred before the case submit action took place. Data is retained for 60 days, and up to 400 events (across all sessions combined) can be displayed.

Note

In some cases, you may want to exclude custom actions that provide no value from being displayed in the User Activity Timeline because they don’t provide relevant or valuable data for the agent.

To exclude custom actions from the timeline, edit the Excluded Custom Actions option of the Coveo Insight Panel Lightning Component (see Step 3: Customize the Coveo Insight Panel Lightning Component options).
Tip
Tip

The search hub is displayed when you hover over an event.