Generate Case Assist reports
Generate Case Assist reports
Members with the required privileges can generate Coveo Usage Analytics (Coveo UA) reports from the Reports (platform-ca | platform-eu | platform-au) page in the Coveo Administration Console. This article describes how to generate a Case Deflection Performance dashboard using the standard Case Assist events. It also provides an overview of the available metric cards.
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Tip
We recommend upgrading to Quantic v3.16.0+ (Coveo for Salesforce environment) and Headless v3.20.0+ (outside the Coveo for Salesforce environment) to benefit from analytics improvements to Document Suggestion events in Case Assist. These updates provide more reliable search and click events reporting across all case deflection use cases. |
Case Deflection Performance dashboard
This dashboard tracks case deflection, case submissions, and search performance in your case creation form or in your Case Assist experience. The template creates a report with two tabs:
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Performance: Contains report cards that show the number of visits on your case creation page, visits that result in case submissions or deflection, cost savings, and other performance data.
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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, and other insights.

To generate a Case Deflection Performance dashboard
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On the Reports (platform-ca | platform-eu | platform-au) page, click Add, and then select Dashboard from template.
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In the Select a Template panel, select the Case Deflection Performance Dashboard template, and then click Select Template.
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In the Add Case Deflection Performance Dashboard Report panel:
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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.
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Under Case creation search hub, select the search hub for the Case Assist experience you want to analyze.
The search hub value must match the name of your Case Assist configuration.
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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.
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The Case Deflection Performance dashboard is now available in the Coveo Administration Console.
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 in the Performance tab of the Case Deflection Performance dashboard.
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 in the Metrics tab of the Case Deflection Performance dashboard.
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. |
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 usage analytics (UA) reports and inspecting user visits in the Visit browser. Members who have the required privileges can manage dimensions on the Dimensions (platform-ca | platform-eu | platform-au) page in the Coveo Administration Console.
This section describes how to create a custom dimension to add additional cards to the default Case Deflection Performance dashboard. It also provides a reference to the most commonly used dimensions in Case Assist reporting and describes how to retrieve custom data.
Add a custom dimension
Case Assist uses the Coveo Collect endpoint to send Collect events to Coveo. Although these events are converted to standard usage analytics (UA) events, their structure differs from regular events. To report on data embedded inside these events, you must create a dimension that follows the data’s path.
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To view the list of dimensions that are most commonly used in Case Assist reporting, see Common dimensions reference. |
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On the Dimensions (platform-ca | platform-eu | platform-au) page, in the upper-right corner, click Add dimension.
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On the Add a dimension panel, specify the following information:
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In the Display name field, enter
Field Name
as the dimension’s display name. -
Select the Semi-structured dimension checkbox.
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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
.
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From the API name dropdown menu, select the API name that matches the path step information you’ve entered.
NoteThe API name is automatically generated when you enter the path step information. We recommend keeping the API name and not modifying it manually.
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Under Type, select Text.
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Under Related events, select the Custom event checkbox.
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Click Add dimension.
NoteIt 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.
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To create a dimension for custom data, see Retrieve custom data. |
Dimension | Path hierarchy |
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Classification Confidence |
|
Classification Value |
|
|
|
Document Position [1] |
|
Document Title [1] |
|
Document URL [1] |
|
Field Name |
|
Ticket Action |
|
Ticket ID |
|
Ticket Subject |
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1. The documentPosition
, documentTitle
, and documentUrl
dimensions remain available for the Case Assist Collect events, but the documentSuggestionClick
and documentSuggestionQuickview
events don’t require them.
Retrieve custom data
To create a custom dimension for a Coveo Collect event, you must define 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.
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On the Visit browser (platform-ca | platform-eu | platform-au) page, under Show visits containing, select an event from the dropdown menu.
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To add an inclusion filter, click
:
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In the Search field, enter the name of the search hub for the Case Assist experience you want to analyze (for example,
Origin 1
).The search hub name must match the name of the Case creation search hub you specified when you generated your Case Deflection Performance dashboard.
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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.
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In the Enter filter value field, enter or select
CaseAssist
. -
Click Add filter.
A filter similar to the following appears in the top bar.
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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 for details.
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Open the data export CSV file in a spreadsheet application.
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Locate the customData column and select a cell to access the event data for a specific visit.
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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.
Notice the structure of the
c_original_event_data
event. Each indentation marks a path level required to reach the requested data.ExampleTo 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
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svc_ticket_custom
-
reason
-