Generate Case Assist reports

This is for:

Developer System Administrator

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.

Tip
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:

  • 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.

  • 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.

Case Deflection Performance dashboard | Coveo Platform

To generate a Case Deflection Performance dashboard

  1. On the Reports (platform-ca | platform-eu | platform-au) page, click Add, and then select Dashboard from template.

  2. In the Select a Template panel, select the Case Deflection Performance Dashboard template, and then click Select Template.

  3. In the Add Case Deflection Performance Dashboard Report panel:

    1. 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.

    2. Under Case creation search hub, select the search hub for the Case Assist experience you want to analyze.

      Tip

      The search hub value must match the name of your Case Assist configuration.

    3. 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.

    4. 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.

    5. Click Add report.

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.

Tip

To view the list of dimensions that are most commonly used in Case Assist reporting, see Common dimensions 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:

    Add a dimension panel | Coveo Platform

    1. In the Display name field, enter Field Name as the dimension’s display name.

    2. Select the Semi-structured dimension checkbox.

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

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

      3. In the third Step field, enter fieldName.

    3. 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. We recommend keeping the API name and not modifying it manually.

    4. Under Type, select Text.

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

  3. 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.
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 [1]

  • c_original_event_data

  • svc_action_data

  • suggestion

  • documentPosition

Document Title [1]

  • c_original_event_data

  • svc_action_data

  • suggestion

  • documentTitle

Document URL [1]

  • 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

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.

  1. On the Visit browser (platform-ca | platform-eu | platform-au) page, under Show visits containing, select an event from the dropdown menu.

  2. To add an inclusion filter, click filter-add-2:

    1. In the Search field, enter the name of the search hub for the Case Assist experience you want to analyze (for example, Origin 1).

      Tip

      The search hub name must match the name of the Case creation search hub you specified when you generated your Case Deflection Performance dashboard.

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

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

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

    5. Click Add filter.

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

      Filter Visit Browser | Coveo

  3. 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.

  4. Click Export visit data icon| Coveo to export visit data that meet your criteria.

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

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

  7. 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

    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:

    • c_original_event_data

    • svc_ticket_custom

    • reason