Generate Case Assist reports

This is for:

Developer System Administrator

The Reports (platform-ca | platform-eu | platform-au) page of the Coveo Administration Console lets members with the required privileges generate Coveo Usage Analytics (Coveo UA) reports. This article describes the steps you must follow to generate a Case Assist dashboard based on the standard Case Assist events.

Note

For more information on Coveo UA, see Get Started with Coveo Usage Analytics.
Dashboard

Step 1: Add a custom dimension

Case Assist uses the Coveo Collect endpoint to send Collect events to Coveo. Although Collect events are converted to regular usage analytics (UA) events, the structure for Collect events is different. In order to create dimensions on data embedded inside these events, you must create a dimension that follows a path to the data.

Tip
Leading practice

For the list of dimensions that are most commonly used in Case Assist reports, see the Common Dimensions Quick Reference.

  1. On the Dimensions (platform-ca | platform-eu | platform-au) page, in the upper-right corner, click Add dimension.

  2. On the Add a dimension panel, specify the following information:

    1. In the Display name field, enter Ticket Action as the dimension’s display name.

    2. Select the Semi-structured dimension checkbox.

      1. In the Step field, enter c_original_event_data.

      2. Click Add step.

      3. In the second Step field, enter svc_action.

        Note

        The API name is automatically generated when you enter the path step information. We recommend keeping the API name and not modifying it manually.

    3. Under Type, select Text.

    4. Under Related events, select the Custom event checkbox.

    For example: image::coveo-customer-service/l45l0380-add-dimension-latest.png/[Add A Dimension,450,role="bordered zoom"]

  3. Click Add dimension.

Step 2: Add a named filter

You must also add a named filter to refine the scope of the Case Assist events that will be displayed by the Case Assist dashboard.

  1. On the Named Filters (platform-ca | platform-eu | platform-au) page, in the upper-right corner, click Add named filter.

  2. On the Add a named Filter panel, specify the following information:

    1. In the Filter name field, enter Case Assist Experience.

    2. Click AddFilterIcon and enter Ticket Action in the filter’s Search field.

    3. Under DIMENSION, select Ticket Action Custom event.

    4. Under Ticket Action, select Is not from the dropdown menu and then select the Include blank values in filter and Include n/a values in filter checkboxes.

      For example: image::coveo-customer-service/l45l0380TicketActionOptions50.png/[SpecifyTicketActionOptons,role="bordered zoom"]

    5. Click Add filter.

      The Add a named Filter panel appears as follows: image::coveo-customer-service/l45l0380AddFilterFocusArea50.png/[Add a dimension,role="bordered zoom"]

  3. Click Add Filter again to complete this procedure.

Step 3: Create a standard Case Assist dashboard

  1. Copy the Case Assist JSON report configuration to the clipboard.

  2. On the Reports (platform-ca | platform-eu | platform-au) page, in the upper-right corner, click Add and then select Blank dashboard.

    Note

    Leave the Enter a title field empty. This field will be generated automatically when you import the JSON report configuration.

  3. In the upper-right corner of the dashboard, click More and then select Paste JSON configuration.

  4. In the Import a Report Configuration window, paste the JSON report configuration.

  5. Click Import and Save.

    The Case Assist dashboard report is displayed.

  6. In the upper-right corner of the report, click the box containing the current date range.

  7. On the Report Period panel, specify a date range for your dashboard report, and then click Apply.

Tip
Leading practice

You can add more cards to this dashboard by creating other dimensions and following the UA documentation.

Reference

This section provides the JSON configuration that’s required to generate a Case Assist Dashboard report.

JSON report configuration

{
 "displayName": "Case Assist Dashboard",
 "type": "DASHBOARD",
 "configuration": {
  "description": "",
  "dateRange": {
   "range": "days",
   "length": 19,
   "offset": -18
  },
  "compareRange": {
   "range": "weeks",
   "length": 1,
   "offset": -2
  },
  "tabs": [
   {
    "id": "C35D",
    "title": "Tab 1",
    "sections": [
     {
      "title": "VISITS",
      "position": {
       "col": "1",
       "row": "1",
       "sizex": "6",
       "sizey": "4",
       "minSizex": 2
      },
      "cards": [
       {
        "id": "3756",
        "href": "",
        "title": "Visits to Case Creation Experience",
        "filters": "",
        "metrics": [
         "UniqueVisit"
        ],
        "cardType": "Chart",
        "interval": "AUTO",
        "position": {
         "col": 1,
         "row": 1,
         "sizex": 2,
         "sizey": 3,
         "minSizex": 1,
         "minSizey": 2
        },
        "showPeak": true,
        "eventType": "join",
        "showTrend": true,
        "headerHref": "",
        "metricsSort": [
         "UniqueVisit"
        ],
        "showAverage": true,
        "showMetrics": true,
        "legendTitles": {},
        "dataDisplayMode": "line",
        "bindOnLastSearch": true,
        "editMode": false
       },
       {
        "id": "9909",
        "href": "",
        "title": "Total visits with Case Deflection",
        "metric": "UniqueVisit",
        "filters": "(custom_events.c_svc_action=='ticket_cancel')",
        "cardType": "QuickMetric",
        "position": {
         "col": 3,
         "row": 2,
         "sizex": 2,
         "sizey": 1,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "showTrend": true,
        "valueType": "total",
        "headerHref": "",
        "exceedsLicense": false,
        "bindOnLastSearch": false,
        "editMode": false
       },
       {
        "id": "7866",
        "href": "",
        "title": "Total visits with Case Submission",
        "metric": "UniqueVisit",
        "filters": "(custom_events.c_svc_action=='ticket_create')",
        "cardType": "QuickMetric",
        "position": {
         "col": 3,
         "row": 3,
         "sizex": 2,
         "sizey": 1,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "showTrend": true,
        "valueType": "total",
        "headerHref": "",
        "exceedsLicense": false,
        "bindOnLastSearch": false,
        "editMode": false
       },
       {
        "id": "7DB3",
        "href": "",
        "title": "Total visits",
        "metric": "UniqueVisit",
        "filters": "",
        "cardType": "QuickMetric",
        "position": {
         "col": 3,
         "row": 1,
         "sizex": 2,
         "sizey": 1,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "showTrend": true,
        "valueType": "total",
        "headerHref": "",
        "exceedsLicense": false,
        "bindOnLastSearch": true,
        "editMode": false
       }
      ],
      "editMode": false
     },
     {
      "title": "ARTICLES & DOCUMENTS",
      "position": {
       "col": "1",
       "row": "5",
       "sizex": "6",
       "sizey": "3",
       "minSizex": 2
      },
      "cards": [
       {
        "id": "CD02",
        "href": "",
        "title": "Total number of documents opened",
        "metric": "CustomEvent",
        "filters": "(custom_events.c_svc_action=='suggestion_click')",
        "cardType": "QuickMetric",
        "position": {
         "col": 1,
         "row": 1,
         "sizex": 2,
         "sizey": 1,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "showTrend": true,
        "valueType": "total",
        "headerHref": "",
        "exceedsLicense": false,
        "bindOnLastSearch": false,
        "editMode": false
       },
       {
        "id": "755D",
        "href": "",
        "title": "Average number of documents clicked per visit",
        "format": "default",
        "metricA": "CD02",
        "metricB": "7DB3",
        "cardType": "CalculatedMetric",
        "operator": "÷",
        "position": {
         "col": 1,
         "row": 2,
         "sizex": 2,
         "sizey": 1,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "headerHref": "",
        "editMode": false
       }
      ],
      "editMode": false
     },
     {
      "title": "VISITS CLICKTHROUGH RATE",
      "position": {
       "col": "1",
       "row": "8",
       "sizex": "6",
       "sizey": "5",
       "minSizex": 2
      },
      "cards": [
       {
        "id": "F30D",
        "href": "",
        "title": "Visits with at least one click on a classification suggestion",
        "metric": "UniqueVisit",
        "filters": "(custom_events.c_svc_action=='ticket_classification_click')",
        "cardType": "QuickMetric",
        "position": {
         "col": 1,
         "row": 1,
         "sizex": 2,
         "sizey": 1,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "showTrend": true,
        "valueType": "total",
        "headerHref": "",
        "exceedsLicense": false,
        "bindOnLastSearch": false,
        "editMode": false
       },
       {
        "id": "A9FF",
        "href": "",
        "title": "Rate of visits with at least one click on a classification suggestion",
        "format": "percentage",
        "metricA": "F30D",
        "metricB": "7DB3",
        "cardType": "CalculatedMetric",
        "operator": "÷",
        "position": {
         "col": 1,
         "row": 2,
         "sizex": 2,
         "sizey": 1,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "headerHref": "",
        "editMode": false
       },
       {
        "id": "8739",
        "href": "",
        "title": "Visits with at least one click on a document suggestion",
        "metric": "UniqueVisit",
        "filters": "(custom_events.c_svc_action=='suggestion_click')",
        "cardType": "QuickMetric",
        "position": {
         "col": 3,
         "row": 1,
         "sizex": 2,
         "sizey": 1,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "showTrend": true,
        "valueType": "total",
        "headerHref": "",
        "exceedsLicense": false,
        "bindOnLastSearch": false,
        "editMode": false
       },
       {
        "id": "5666",
        "href": "",
        "title": "Rate of visits with at least one click on a document suggestion",
        "format": "percentage",
        "metricA": "8739",
        "metricB": "7DB3",
        "cardType": "CalculatedMetric",
        "operator": "÷",
        "position": {
         "col": 3,
         "row": 2,
         "sizex": 2,
         "sizey": 1,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "headerHref": "",
        "editMode": false
       },
       {
        "id": "DC45",
        "href": "",
        "style": "info",
        "title": "Description",
        "value": "It is common to ask users to populate fields on a case to gather more details about the issue and to make sure the case gets routed accurately. This metric helps to understand whether Coveo's recommended values were helpful in this process.\n",
        "cardType": "NoteCard",
        "position": {
         "col": 1,
         "row": 3,
         "sizex": 2,
         "sizey": 2,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "headerHref": "",
        "isMarkdown": true,
        "editMode": false
       },
       {
        "id": "A5FC",
        "href": "",
        "style": "info",
        "title": "Description",
        "value": "In the case creation experience, we present users with a list of related documents/articles that could potentially solve their problem. This metric indicates whether your content is helping or not, since customers can decide to not click any documents.",
        "cardType": "NoteCard",
        "position": {
         "col": 3,
         "row": 3,
         "sizex": 2,
         "sizey": 2,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "headerHref": "",
        "isMarkdown": true,
        "editMode": false
       }
      ],
      "editMode": false
     },
     {
      "title": "OTHER metrics",
      "position": {
       "col": "1",
       "row": "13",
       "sizex": "6",
       "sizey": "4",
       "minSizex": 2
      },
      "cards": [
       {
        "id": "EDAD",
        "href": "",
        "title": "Total number of clicks on the Case Creation Experience",
        "metric": "CustomEvent",
        "filters": "(custom_events.c_svc_action IN [\"suggestion_click\",\"ticket_next_stage\",\"ticket_classification_click\",\"ticket_create\"])",
        "cardType": "QuickMetric",
        "position": {
         "col": 3,
         "row": 2,
         "sizex": 2,
         "sizey": 1,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "showTrend": false,
        "valueType": "total",
        "headerHref": "",
        "exceedsLicense": false,
        "bindOnLastSearch": false,
        "editMode": false
       },
       {
        "id": "3635",
        "href": "",
        "title": "Total number of clicks on the Case Creation Experience",
        "filters": "(custom_events.c_svc_action IN [\"suggestion_click\",\"ticket_next_stage\",\"ticket_classification_click\",\"ticket_create\"])",
        "metrics": [
         "CustomEvent"
        ],
        "cardType": "Chart",
        "interval": "AUTO",
        "position": {
         "col": 1,
         "row": 1,
         "sizex": 2,
         "sizey": 3,
         "minSizex": 1,
         "minSizey": 2
        },
        "showPeak": true,
        "eventType": "join",
        "showTrend": true,
        "headerHref": "",
        "metricsSort": [
         "CustomEvent"
        ],
        "showAverage": true,
        "showMetrics": true,
        "legendTitles": {},
        "dataDisplayMode": "line",
        "bindOnLastSearch": false,
        "editMode": false
       },
       {
        "id": "3BD4",
        "href": "",
        "title": "Average number of clicks per Case Creation Experience per visit",
        "format": "default",
        "metricA": "EDAD",
        "metricB": "7DB3",
        "cardType": "CalculatedMetric",
        "operator": "÷",
        "position": {
         "col": 3,
         "row": 1,
         "sizex": 2,
         "sizey": 1,
         "minSizex": 1,
         "minSizey": 1
        },
        "eventType": "join",
        "headerHref": "",
        "editMode": false
       }
      ],
      "editMode": false
     }
    ],
    "active": true,
    "editMode": false
   }
  ],
  "filters": "$CASE_ASSIST_EXPERIENCE",
  "version": 6
 },
 "allAnalyticsViewer": false,
 "filters": []
}

Common dimensions quick reference

This table lists the most common dimensions used in Case Assist reporting. It also provides the paths that are necessary to access the data embedded inside these events.

Note

To create a dimension for your custom data, see Retrieve custom data.
Dimension Path hierarchy

Classification Confidence

  • c_original_event_data

  • svc_action_data

  • classification

  • confidence

Classification Value

  • c_original_event_data

  • svc_action_data

  • classification

  • value

Custom Data

Document Position

  • c_original_event_data

  • svc_action_data

  • suggestion

  • documentPosition

Document Title

  • c_original_event_data

  • svc_action_data

  • suggestion

  • documentTitle

Document URL

  • c_original_event_data

  • svc_action_data

  • suggestion

  • documentUrl

Field Name

  • c_original_event_data

  • svc_action_data

  • fieldName

Ticket Action

  • c_original_event_data

  • svc_action

Ticket ID

  • c_original_event_data

  • svc_ticket_id

Ticket Subject

  • c_original_event_data

  • svc_ticket_subject

Retrieve custom data

Creating custom dimensions for Coveo Collect events requires defining the path to that dimension in the event data. You can determine the path for a given event by downloading a data export from the Visit Browser.

  1. On the Visit Browser (platform-ca | platform-eu | platform-au) page, under Show visits containing, select the filter you created in Step 2 (that is, Case Assist Experience).

  2. Access the Report Period dialog by clicking the current date range and selecting the date range you want to review (see Review search usage data by date interval).

  3. Click ExportVisit-Data to export visit data that meet your criteria.

  4. Open the data export CSV file in a spreadsheet application.

  5. Locate the customData column and select a cell to access the event data for a specific visit.

  6. Copy the event data into an integrated development environment (IDE) or a trusted JSON formatter to format it.

    Once you format the JSON data, an output similar to the following is generated.

    Event data

    Notice the structure of the c_original_event_data event. Every indentation represents the path level required to reach the requested data.

    For example, in order to create a dimension for the reason data, you would need to specify the following path entries when adding a custom dimension:

    • c_original_event_data

    • svc_ticket_custom

    • reason