Manage Hosted Insight Panel configurations

This is for:

Developer System Administrator

The Insight Panel (platform-ca | platform-eu | platform-au) page of the Coveo Administration Console lets you configure and build search interfaces that allow service agents to access contextually relevant items and user insights without leaving the record they’re viewing or editing (for example, a support case or an incident report).

Prerequisites

Add an Insight Panel configuration

  1. On the Insight Panel (platform-ca | platform-eu | platform-au) page, click Add Insight Panel.

  2. In the Add an Insight Panel modal that opens:

    1. Enter a Name for your Insight Panel configuration.

      Important
      Important

      The name you specify will be used to automatically generate the search hub value. Although the name of the Insight Panel can be modified, the search hub value can’t be modified once it’s been generated.

    2. In the Select a dedicated query pipeline dropdown menu, select the query pipeline that’s associated to your Coveo ML models.

      Tip
      Tip

      If you haven’t configured a query pipeline yet, select the default pipeline. You can always update the pipeline at a later time to optimize search performance.

    3. Use the Project selector to associate your Insight Panel configuration with one or more projects.

    4. Click Create.

  3. In the Add an Insight Panel completion modal, do one of the following:

    Note

    You can access the Advanced configuration options or the Insight Panel Builder at any time.

Advanced configuration options

Important
Important

The Coveo for Genesys Cloud integration doesn’t support the Case context fields and Additional context fields options.

Case context fields

To ensure the search results that are initially displayed when the Hosted Insight Panel loads are contextually relevant to the case at hand, perform the following steps:

Coveo for Salesforce integration

  1. Access the Insight Panel configuration page, if not already done.

  2. Under Case context fields, make sure the values match the field names that correspond to case subject and case description in your Customer Relationship Management (CRM) system. By default, the values are set to Case.Subject and Case.Description.

    Note

    These context values are automatically added to the large query expression (lq) of empty search requests by Coveo to surface relevant content to solve the case at hand.

  3. Update the values, if necessary.

Coveo for ServiceNow integration

  1. Access the Insight Panel configuration page, if not already done.

  2. Under Case context fields, make sure the values match the field names that correspond to case subject and case description in your Customer Service Management (CSM) system. For example, the CRM field name for case subject and CRM field name for case description fields usually map to short_description and description, respectively, in ServiceNow.

    Note

    These context values are automatically added to the large query expression (lq) of empty search requests by Coveo to surface relevant content to solve the case at hand.

  3. Update the default values, if necessary.

Additional context fields (optional)

To improve the relevance of your search results, you can optionally specify additional context fields as follows:

Coveo for Salesforce integration

  1. Access the Insight Panel configuration page, if not already done.

  2. Under Additional context fields:

    1. In the Context key text box, enter a meaningful name to define the context key (for example, product) that will be used by Coveo to tune the relevance of your search results (see step 5 ).

    2. In the CRM field name text box, enter the field name in your CRM system that corresponds to the context key you defined in the previous step (for example, case.product).

    3. Click Save to apply your changes.

  3. On the Query Pipelines (platform-ca | platform-eu | platform-au) page, click the query pipeline that’s dedicated to the Hosted Insight Panel, and then click Edit components in the Action bar.

  4. On the subpage that opens, select the Advanced tab, and then click Query parameters on the left side of the page.

  5. Add a rule to override the lq parameter with the context object:

    1. Click Add a query parameter rule in the upper-right corner of the page.

    2. On the Add a query parameter rule subpage, select the lq (large query expression) parameter, and then click Next.

    3. Under lq (large query expression), enter a rule that uses the context key value(s) specified in your Hosted Insight Panel configuration as follows:

      <@+ $context.Case_Subject $context.Case_Description $context.<context_key> +@>

      Where:

      <context_key> represents the context key value you defined in step 2a.

      For example:

      <@+ $context.Case_Subject $context.Case_Description $context.product +@>
      Notes

      • This override takes precedence over the context values that are automatically added to the lq by Coveo (see Case Context Fields). As a result, you must include the Case_Subject and Case_Description context keys in the query parameter rule. These keys are mapped to the field names in your CRM system that correspond to case subject and case description (that is, Case.Subject and Case.Description, respectively, in Salesforce).

      • CRM field names are integration specific. You must therefore define the context key value (for example, product) and map it to the field name in your CRM system that corresponds to it (for example, case.product). For more information, see step 2.

    4. Under Condition, select or create a Query is empty condition.

    5. Click Add rule.

      Your query parameter rule should now look like this:

      rule condition
Coveo for ServiceNow integration

  1. Access the Insight Panel configuration page, if not already done.

  2. Under Additional context fields:

    1. In the Context key text box, enter a meaningful name to define the context key (for example, callerID) that will be used by Coveo to tune the relevance of your search results (see step 5 ).

    2. In the CRM field name text box, enter the field name in your CSM system that corresponds to the context key you defined in the previous step (for example, caller_id).

      Note

      Dot-walking isn’t supported. Only top-level field values can be specified.

    3. Click Save to apply your changes.

  3. On the Query Pipelines (platform-ca | platform-eu | platform-au) page, click the query pipeline that’s dedicated to the Hosted Insight Panel, and then click Edit components in the Action bar.

  4. On the subpage that opens, select the Advanced tab, and then click Query parameters on the left side of the page.

  5. Add a rule to override the lq parameter with the context object:

    1. Click Add a query parameter rule in the upper-right corner of the page.

    2. On the Add a query parameter rule subpage, select the lq (large query expression) parameter, and then click Next.

    3. Under lq (large query expression), enter a rule that uses the context key value(s) specified in your Hosted Insight Panel configuration as follows:

      <@+ $context.Case_Subject $context.Case_Description $context.<context_key> +@>

      Where:

      <context_key> represents the context key value you defined in step 2a.

      For example:

      <@+ $context.Case_Subject $context.Case_Description $context.callerID +@>
      Notes

      • This override takes precedence over the context values that are automatically added to the lq by Coveo (see Case Context Fields). As a result, you must include the Case_Subject and Case_Description context keys in the query parameter rule. These keys are mapped to the field names in your CSM system that correspond to case subject and case description (that is, short_description and description, respectively, in ServiceNow).

      • CSM field names are integration specific. You must therefore define the context key value (for example, callerID) and map it to the field name in your CSM system that corresponds to it (for example, caller_id). For more information, see step 2.

    4. Under Condition, select or create a Query is empty condition.

    5. Click Add rule.

      Your query parameter rule should now look like this:

      rule condition

Edit an Insight Panel configuration

  1. On the Insight Panel (platform-ca | platform-eu | platform-au) page, click the Insight Panel configuration you want to edit, and then click Edit in the Action bar.

  2. On the Insight Panel configuration page, edit the desired option(s).

    Important
    Important

    The Coveo for Genesys Cloud integration doesn’t use the Configuration ID option. It uses the Name option instead. Additionally, the Case context fields and Additional context fields options aren’t supported.
    Option Description Additional information

    Name

    Name of the Insight Panel configuration.

    Updating the name won’t change the search hub value.

    Configuration ID

    Identifier used to reference the Insight Panel configuration in a Customer Relationship Management (CRM) or Customer Service Management (CSM) system.

    • Automatically generated when the Insight Panel configuration is created.

    • This value can’t be modified.

    Search hub

    Search hub used for query pipeline routing, usage analytics reporting, and enabling Coveo ML features such as ART, DNE, and QS.

    • Automatically generated to match the name of the Insight Panel at creation time.

    • This value can’t be modified.

    Dedicated query pipeline

    Query pipeline that’s dedicated to the Insight Panel configuration you created.

    We recommend configuring the query pipeline before creating the Insight Panel configuration (see Optimize Search Performance).

    Project

    projects the Insight Panel configuration is associated with.

    See Manage projects.

    Case context fields

    Context fields that are useful to contextualize the search experience.

    • Specifies the fields that correspond to case subject and case description in your CRM or CSM system.

    • Set to Case.Subject and Case.Description by default.

    Additional context fields

    Additional context fields used to improve the relevance of your search results (see About custom context).

    Context fields are integration specific and must be defined by the user.

  3. Click Save.

Duplicate an Insight Panel configuration

  1. On the Insight Panel (platform-ca | platform-eu | platform-au) page, click the Insight Panel configuration you want to duplicate, and then click Duplicate in the Action bar.

  2. In the Duplicate Insight Panel modal, enter a name for the duplicate Insight Panel configuration.

    Important
    Important

    The name you specify will be used to automatically generate the search hub value. Although the name of the Insight Panel can be modified, the search hub value can’t be modified once it’s been generated.

  3. Click Duplicate.

Delete an Insight Panel configuration

  1. On the Insight Panel (platform-ca | platform-eu | platform-au) page, click the Insight Panel configuration you want to delete, and then click Delete in the Action bar.

  2. Click Delete to confirm.

Retrieve an Insight Panel configuration ID

  1. On the Insight Panel (platform-ca | platform-eu | platform-au) page, identify the Insight Panel configuration for which you would like to retrieve the Configuration ID.

  2. Under Configuration ID, click Insight Panel Copy to Clipboard icon to copy the Insight Panel configuration ID to your clipboard.

Leverage resource snapshots

You can leverage the Coveo Platform resource snapshot feature to copy your Hosted Insight Panel configuration from one environment to another, for example, from a staging environment to a production environment, rather than reproducing it manually.

See Manage resource snapshots for details.

Required privileges

The following table indicates the privileges required to view or edit elements of the Insight Panel (platform-ca | platform-eu | platform-au) page (see Manage privileges and Privilege reference).

Action Service - Domain Required access level

View Insight Panel configuration

Customer service - Insight Panel configuration
Organization - Organization

View

Content - Sources
Search - Query pipelines

View all

Edit Insight Panel configuration

Machine learning - Models
Organization - Organization

View

Content - Sources
Search - Query pipelines

View all

Customer service - Insight Panel configuration

Edit

View Insight Panel interface[1]

Customer service - Insight Panel interface
Customer service - Insight Panel items

View

Analytics - Analytics data

Push

Edit Insight Panel interface

Content - Fields
Customer service - Insight Panel items
Organization - Organization

View

Content - Sources
Search - Query pipelines

View all

Customer service - Insight Panel configuration
Customer service - Insight Panel interface

Edit

What’s next?

For information on how to build a Hosted Insight Panel interface, see Create Insight Panels with the builder.

1. The Coveo for Salesforce integration automatically assigns these privileges to agents.