---
title: Generate Case Assist reports
slug: l45l0380
canonical_url: https://docs.coveo.com/en/l45l0380/
collection: service
source_format: adoc
---
# Generate Case Assist reports
Members with the [required privileges](https://docs.coveo.com/en/1542#required-privileges) can generate [Coveo Analytics reports](https://docs.coveo.com/en/266/) 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 in the [Coveo Administration Console](https://docs.coveo.com/en/183/).
This article describes how to generate a **Case Deflection Performance** [dashboard](https://docs.coveo.com/en/256/) using the standard [Case Assist events](https://docs.coveo.com/en/3437#case-assist-events).
It also provides an overview of the available [metric](https://docs.coveo.com/en/263/) [cards](https://docs.coveo.com/en/267/).

> **Tip**
>
> Upgrade to [Quantic v3.16.0+](https://docs.coveo.com/en/quantic/latest/) (Coveo for Salesforce environment) and [Headless v3.20.0+](https://docs.coveo.com/en/headless/latest/) (outside the Coveo for Salesforce environment) to benefit from analytics improvements to [Document Suggestion events](https://docs.coveo.com/en/3437#select-a-document-suggestion) in Case Assist.
> These updates provide more reliable search and click [events](https://docs.coveo.com/en/260/) reporting across all [case deflection](https://docs.coveo.com/en/2911/) use cases.

## Case Deflection Performance dashboard

This dashboard tracks [case deflection](https://docs.coveo.com/en/2911/), case submissions, and search performance in your case creation form or in your [Case Assist experience](https://docs.coveo.com/en/3437/).
The template creates a report with two tabs:

* **Performance**: Contains report cards that show the number of [visits](https://docs.coveo.com/en/271/) on your case creation page, visits that result in case submissions or deflection, cost savings, and other performance data.

* **Metrics**: Contains report cards with metrics such as the visit clickthrough rate, the most clicked documents from visits that ended in a case submission, clicks on results powered by [Coveo Machine Learning](https://docs.coveo.com/en/188/), and other insights.

![Case Deflection Performance dashboard | Coveo Platform](https://docs.coveo.com/en/assets/images/coveo-customer-service/case-deflection-performance-dashboard.png)

To generate a Case Deflection Performance 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, select the **Case Deflection Performance Dashboard** template, and then click **Select Template**.

. [[search-hub]] In the **Add Case Deflection Performance Dashboard 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 **Case creation search hub**, select the [search hub](https://docs.coveo.com/en/1342/) for the Case Assist experience you want to analyze.

> **Tip**
>
> The search hub value must match the name of your [Case Assist configuration](https://docs.coveo.com/en/3328#configuring-a-case-assist-experience).

.. Under **Select your case submission event type**, select the event type for the case submission event you want to analyze.
The default value for Case Assist deployments is `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**.

The **Case Deflection Performance** dashboard is now available in the [Coveo Administration Console](https://docs.coveo.com/en/183/).

## Cards and metrics

This section describes the metric cards available in the **Performance** and **Metrics** tabs of the **Case Deflection Performance** dashboard.
All metrics reflect the specified reporting period.

### Performance

The following table describes the cards available on the **Performance** tab of the **Case Deflection Performance** dashboard.

[cols="2",options="header"]
|===
|Card
|Description

|**Visits on case creation page**
|Total number of visits on the case creation page.

|**Visits resulting in case submission**
|Total number of visits that resulted in a case submission.

|**Visits resulting in case deflection**
|Total number of visits that resulted in case deflection, where at least one suggested document was clicked or viewed, but no case was submitted.

|**Visits resulting in case abandon**
|Total number of visits that ended with a case abandonment.

|**Cost savings**
|Total cost savings associated with case deflection.

|**Case submission rate**
|Total number of visits that resulted in a case submission, divided by the total number of visits on the case creation page.

|**Case deflection rate**
|Total number of visits that resulted in case deflection, divided by the total number of visits on the case creation page.

|**Case abandon rate**
|Total number of visits that ended in case abandonment, divided by the total number of visits on the case creation page.
|===

### Metrics

The following table describes the cards available on the **Metrics** tab of the **Case Deflection Performance** dashboard.

[cols="2",options="header"]
|===
|Card
|Description

|**Visit clickthrough rate**
|Total visits with at least one click, divided by the total visits on the case creation page.

|**Search has results**
|Total queries that returned at least one search result.

|**Clicks by source**
|Total documents clicked, grouped by source.

|**Clicks on results powered by ML**
|Total clicks on search results powered by [Coveo Machine Learning](https://docs.coveo.com/en/188/).

|**Most clicked documents**
|Documents most frequently clicked during visits on the case creation page.

|**Most clicked documents in visits resulting in case submission**
|Documents most frequently clicked during visits that resulted in a case submission.
|===

## Manage dimensions

Dimensions are essential for building [Coveo Analytics reports](https://docs.coveo.com/en/266/) and inspecting user [visits](https://docs.coveo.com/en/271/) in the [Visit Browser](https://docs.coveo.com/en/274/).
Members who have the [required privileges](https://docs.coveo.com/en/1522#required-privileges) can manage [dimensions](https://docs.coveo.com/en/258/) on the [**Dimensions**](https://platform.cloud.coveo.com/admin/#/orgid/usage/dimensions/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/usage/dimensions/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/usage/dimensions/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/usage/dimensions/)) page in the [Coveo Administration Console](https://docs.coveo.com/en/183/).

This section describes how to [create a custom dimension](#add-a-custom-dimension) to add additional [cards](https://docs.coveo.com/en/267/) to the default **Case Deflection Performance** dashboard.
It also provides a [reference](#common-dimensions-reference) to the most commonly used dimensions in Case Assist reporting and describes how to [retrieve custom data](#retrieve-custom-data).

### Add a custom dimension

Case Assist uses the [Coveo Collect endpoint](https://docs.coveo.com/en/l41i0031/) to send Collect events to Coveo.
Although these events are converted to standard [Coveo Analytics events](https://docs.coveo.com/en/260/), their structure differs from regular events.
To report on data embedded in these events, create a dimension that follows the data's path.

> **Tip**
>
> To view the list of dimensions that are most commonly used in Case Assist reporting, see [Common dimensions reference](#common-dimensions-reference).

. On the [**Dimensions**](https://platform.cloud.coveo.com/admin/#/orgid/usage/dimensions/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/usage/dimensions/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/usage/dimensions/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/usage/dimensions/)) page, in the upper-right corner, click **Add dimension**.

. In the **Add a dimension** panel, specify the following information:

![Add a dimension panel | Coveo Platform](https://docs.coveo.com/en/assets/images/coveo-customer-service/add-field-name-dimension.png)

.. In the **Display name** field, enter `Field Name` as the dimension's display name.

.. Select the [**Semi-structured dimension**](https://docs.coveo.com/en/l8vd0068/) checkbox.

... In the **Step** field, enter `c_original_event_data`, and then click **Add step**.

... In the second **Step** field, enter `svc_action_data`, and then click **Add step**.

... In the third **Step** field, enter `fieldName`.

.. From the **API name** dropdown menu, select the API name that matches the path step information you've entered.

> **Note**
>
> The **API name** is automatically generated when you enter the path step information.
> Don't modify this value.

.. Under **Type**, select **Text**.

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

. Click **Add dimension**.

> **Note**
>
> It can take up to five minutes for custom dimension values to appear in usage analytics reports.
> The data generation time depends on the number of events and the amount of data you have.

### Common dimensions reference

This table lists the most common dimensions used in Case Assist reporting.
It also provides the paths needed to access the data in these events.

> **Tip**
>
> To create a dimension for custom data, see [Retrieve custom data](https://docs.coveo.com/en/l45l0380#retrieve-custom-data).

[%header,cols=2*]
|===
|Dimension
|Path hierarchy

| Classification Confidence
a|* `c_original_event_data`

* `svc_action_data`

* `classification`

* `confidence`
| Classification Value
a|* `c_original_event_data`

* `svc_action_data`

* `classification`

* `value`
| [Custom Data](https://docs.coveo.com/en/l45l0380#retrieve-custom-data)
a|* `c_original_event_data`

* `svc_ticket_custom`

* [`<CUSTOM FIELD>`](#reason-data)
| Document Position [.footnote]^[[1](#DocumentEvent)]^
a|* `c_original_event_data`

* `svc_action_data`

* `suggestion`

* `documentPosition`
|Document Title [.footnote]^[[1](#DocumentEvent)]^
a|* `c_original_event_data`

* `svc_action_data`

* `suggestion`

* `documentTitle`
|Document URL [.footnote]^[[1](#DocumentEvent)]^
a|* `c_original_event_data`

* `svc_action_data`

* `suggestion`

* `documentUrl`
| Field Name
a|* `c_original_event_data`

* `svc_action_data`

* `fieldName`
|Ticket Action
a|* `c_original_event_data`

* `svc_action`
| Ticket ID
a|* `c_original_event_data`

* `svc_ticket_id`
| Ticket Subject
a|* `c_original_event_data`

* `svc_ticket_subject`
|===
--
1. The `documentPosition`, `documentTitle`, and `documentUrl` dimensions remain available for the Case Assist Collect events, but the [`documentSuggestionClick`](https://docs.coveo.com/en/3437#select-a-document-suggestion) and [`documentSuggestionQuickview`](https://docs.coveo.com/en/3437#select-the-document-suggestion-quick-view) events don't require them.
--

#### Retrieve custom data

To create a custom dimension for a Coveo Collect event, define the path to that dimension in the event data.
You can determine the path for a given event by downloading a [data export](https://docs.coveo.com/en/257/) from the [Visit Browser](https://docs.coveo.com/en/274/).

. On the [**Visit Browser**](https://platform.cloud.coveo.com/admin/#/orgid/usage/visit/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/usage/visit/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/usage/visit/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/usage/visit/)) page, under **Show visits containing**, select **an event** from the dropdown menu.

. To add an inclusion filter, click icon:filter-add-2[alt=filter-add-2,width=16]:

.. In the **Search** field, enter the name of the [search hub](https://docs.coveo.com/en/1342/) for the Case Assist experience you want to analyze (for example, `Origin 1`).

> **Tip**
>
> The [search hub](https://docs.coveo.com/en/1342/) name must match the name of the [**Case creation search hub**](#search-hub) you specified when you generated your **Case Deflection Performance** dashboard.

.. In the list of available **Dimensions**, select the search hub (for example, `Origin 1 (Page/Hub)`).

.. In the filter dialog, click the dropdown menu, and then select the **Is** operator to apply between the selected dimension and the value.

.. In the **Enter filter value** field, enter or select `CaseAssist`.

.. Click **Add filter**.

A filter similar to the following appears in the top bar.

![Filter Visit Browser | Coveo](https://docs.coveo.com/en/assets/images/coveo-customer-service/case-assist-filter.png)

. Click the current date range to open the **Report Period** dialog, and then select the date range you want to review.
See [Review search usage data by date interval](https://docs.coveo.com/en/1964#review-search-usage-data-by-date-interval) for details.

. Click ![Export visit data icon| Coveo](coveo-customer-service/export-visit-data.png) to [export visit data that meet your criteria](https://docs.coveo.com/en/1964#export-visit-data-that-meet-your-criteria).

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

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

. Copy the event data to an integrated development environment (IDE) or trusted JSON formatter for formatting.

After formatting the JSON data, you'll see an output similar to the following example.

![Event data sample | Coveo](https://docs.coveo.com/en/assets/images/coveo-customer-service/event-data-sample-update.png)

Notice the structure of the `c_original_event_data` event.
Each indentation marks a path level required to reach the requested data.

**Example**

To create a dimension for the `"reason"` data, you would need to specify the following path entries when [adding a custom dimension](#add-a-custom-dimension):

* `c_original_event_data`

* `svc_ticket_custom`

* `reason`