Generate Case Assist Reports

The Reports page of the Coveo Administration Console lets users 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.

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

Step 1: Add a Custom Dimension

You must add a custom dimension to gather relevant metadatafrom the standard Case Assist events.

Before you begin, contact us to enable semi-structured dimensions in your organization.

On the Dimension page, in the upper-right corner, click Add dimension.
On the Add a dimension panel, specify the following information:
1. In the Dimension name field, enter Ticket Action as the dimension’s display name.
2. In the API name field, enter c_svc_action.
3. Select the Semi-structured dimension check box. Enter c_original_event_data in the first Path (Optional) text box and svc_action in the second text box.
4. Under Type, select Text.
5. Under Related Events, select the Custom event check box.
For example:
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.

On the Named Filters page, in the upper-right corner, click Add named filter.
On the Add a named Filter panel, specify the following information:
1. In the Filter name field, enter Case Assist Experience.
2. Click 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 drop-down menu and then select the Include blank values in filter and Include n/a values in filter check boxes.
  
  For example:
5. Click Add filter.
  
  The Add a named Filter panel appears as follows:
Click Add Filter again to complete this procedure.

Step 3: Create a Case Assist Dashboard

Copy the Case Assist JSON report configuration to the clipboard.
On the Reports page, in the upper-right corner, click Add and then select Blank dashboard.

Leave the Enter a title field empty. This field will be generated automatically when you import the JSON report configuration.
In the upper-right corner of the dashboard, click and then select Paste JSON configuration.
In the Import a Report Configuration window, paste the JSON report configuration.
Click Import and Save.

The Case Assist dashboard report is displayed.
In the upper-right corner of the report, click the box containing the current date range.
On the Report Period panel, specify a date range for your dashboard report, and then click Apply.

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 CLICK-THROUGH 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 on 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": []
}