---
title: Generate Hosted Insight Panel reports
slug: m6k90016
canonical_url: https://docs.coveo.com/en/m6k90016/
collection: service
source_format: adoc
---
# Generate Hosted Insight Panel reports
Members with the [required privileges](#required-privileges) can use the **Analytics** section of the [Coveo Administration Console](https://docs.coveo.com/en/183/) to create custom [Coveo Analytics](https://docs.coveo.com/en/182/) [dashboards](https://docs.coveo.com/en/256/).

This article describes how to generate a custom **Support Agents** dashboard to report on the performance of your Hosted [Insight Panel](https://docs.coveo.com/en/2898/).
It also provides an overview of the available [metric](https://docs.coveo.com/en/263/) [cards](https://docs.coveo.com/en/267/).

> **Notes**
>
> * If you [enabled Relevance Generative Answering (RGA)](https://docs.coveo.com/en/n8sa0455#enable-relevance-generative-answering-rga) in your Hosted Insight Panel, you can add a custom [dimension](https://docs.coveo.com/en/258/) to report on [RGA UA events](https://docs.coveo.com/en/nb6a0210/).
> 
> * Coveo [Relevance Generative Answering (RGA)](https://docs.coveo.com/en/nbtb6010/) is a paid product extension.
> Contact [Coveo Sales](https://www.coveo.com/en/contact) or your Account Manager to add RGA to your [organization](https://docs.coveo.com/en/185/) license.

## Support Agents dashboard

This dashboard provides an overview of your agent and [Insight Panel](https://docs.coveo.com/en/2898/) performances.
The report also analyzes the level of adoption of your panel by measuring the number of agents performing key actions such as using the Full Search page and attaching search results to cases.

![Dashboard](https://docs.coveo.com/en/assets/images/coveo-customer-service/support-agents-template-update.png)

> **Note**
>
> Relevance metrics ([Average Click Rank](https://docs.coveo.com/en/2836/), [Search Event Clickthrough](https://docs.coveo.com/en/2837/), and [Relevance Index](https://docs.coveo.com/en/2838/)) values (if any) have a color that represents if the value is good (green), neutral (black), or poor (red) depending on predefined thresholds.
> 
> The predefined thresholds for each metric are the following:
> 
> * **Average Click Rank**: 1-3 = good (green), 3-6 = neutral (black), and > 6 = poor (red)
> 
> * **Search Event Clickthrough**: > 60% = good (green), 40-60% = neutral (black), and < 40% = poor (red)
> 
> * **Relevance Index**: > 0.7 = good (green), 0.5-0.7 = neutral (black), and < 0.5 = poor (red)
>  
> For example:
>  
> ![Metric value colors in metric card | Coveo](:https://docs.coveo.com/en/assets/images/coveo-analytics/metric-value-colors.png)

## Step 1: Add a custom dimension

If your [Coveo organization](https://docs.coveo.com/en/185/) doesn't already have a custom [dimension](https://docs.coveo.com/en/258/) (usually named `c_caseid`) that uniquely identifies your support cases, you must add one.
Otherwise, some metric cards in the **Support Agents** dashboard won't load.

. 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, click **Add dimension**.

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

.. In the **Display name** field, enter `Case ID` as the dimension's display name.

.. Leave the **Semi-structured dimension** checkbox unselected.

.. Click the **API name** field and enter `caseid`.

.. Under **Type**, select **Text**, **Boolean**, **Date**, and **Number**.

.. Under **Related events**, select **Search**, **Click**, and **Custom event**.

. Click **Add dimension**.

## Step 2: Add a Support Agents 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 **Support Agents Adoption** template.

. Click **Select Template**.

. In the **Add Support Agents Adoption Report** panel:

.. In the first input, enter the **Total number of agents** in your organization, or the number of agents allowed by your Coveo license.

.. Under **Select custom dimension name (unique case identifier)**, click the dropdown menu, and then select the custom dimension (usually **c_caseid**) that uniquely identifies your support cases (see [Step 1: Add a custom dimension](https://docs.coveo.com/en/m6k90016#step-1-add-a-custom-dimension)).

.. Under **Select agent side panel (Origin level 1)**, click the dropdown menu, and then select the search hub value that was automatically generated when you [created the Hosted Insight Panel configuration](https://docs.coveo.com/en/m5k70425#add-an-insight-panel-configuration).

.. Under **Select agent full search page (Origin level 1)**, click the dropdown menu, and then select the search hub value of the Full Search page that can be accessed from the Hosted Insight Panel.

.. Click **Add report**.

. (Optional) In the upper-left corner of the report, rename the dashboard.

. (Optional) Below the title, enter a new description for the dashboard.

. (Optional) In the upper-right corner, specify a date range for the reporting period.

. Click **Save**.

The report is now available 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.

> **Note**
>
> For information on managing dashboard reports, see [Review and manage dashboards](https://docs.coveo.com/en/1542/).

## Cards and metrics

This section describes the metric cards that are available in the **Agent Metrics** and **Agent Adoption** tabs of the **Support Agents** dashboard. All metrics take the specified reporting period into account.

### Agent metrics

The following table lists the available metric cards on the **Agent Metrics** tab of the **Support Agents** dashboard.

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

|**# of Cases**
|Total number of cases created.

|**Average Cases per Agent**
|Average number of cases handled by an agent.

|**Average Manual Search Events per Case**
|Average number of manual search events performed per case.

|**# of Agents**
|Total number of agents in your organization or total number of agents allowed by your Coveo license.

|**Average Attach to Case per Case**
|Average number of attach to case actions performed per case.

|**# of Manual Search Events**
|Total number of manual search events performed.

|**Average Manual Search Events per Agent**
|Average number of manual search events performed by an agent.

|**Average Attach to Case per Agent**
|Average number of attach to case actions performed by an agent.
|===

### Agent Adoption

The following table lists the available metric cards on the **Agent Adoption** tab of the **Support Agents** dashboard.

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

|**# of Agents Performing Manual Search Events**
|Total number of agents who performed manual search events.

|**Adoption Rate**
|Rate of adoption for the Hosted Insight Panel.

|**# of Agents Using Facets**
|Total number of agents who used [facets](https://docs.coveo.com/en/198/) in the Hosted Insight Panel.

|**Percentage of Agents Using Manual Search Events**
|Percentage of agents who performed manual search events.

|**# of Agents Using Context**
|Total number of agents who used [custom context](https://docs.coveo.com/en/3389/).

|**Percentage of Agents Using Facets**
|Percentage of agents who used facets in the Hosted Insight Panel.

|**# of Agents**
|Total number of agents in your organization or total number of agents allowed by your Coveo license.

|**Percentage of Agents Using Context**
|Percentage of agents who used [custom context](https://docs.coveo.com/en/3389/).

|**# of Agents Using Tab**
|Total number of agents who used [tabs](https://docs.coveo.com/en/1406/) in the Hosted Insight Panel.

|**Percentage of Agents Using Tab**
|Percentage of agents who used tabs in the Hosted Insight Panel.

|**# of Agents Using Full Search**
|Total number of agents who used the Full Search page that's associated with the Hosted Insight Panel.

|**Percentage of Agents Using Full Search**
|Percentage of agents who used the Full Search page that's associated with the Hosted Insight Panel.

|**# of Agents Attaching Search Results to Case**
|Total number of agents who attached search results to cases.

|**Percentage of Agents Attaching Search Results to Cases**
|Percentage of agents who attached search results to cases.
|===

## Required privileges

The following table indicates the required privileges to view and edit dashboards 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 and associated panels (see [Manage privileges](https://docs.coveo.com/en/3151/) and [Privilege reference](https://docs.coveo.com/en/1707/)).

> **Note**
>
> Access to dashboards or part of their content may be further restricted as a function of the member (see [Manage access to reports](https://docs.coveo.com/en/1888/) and [Manage permission filters](https://docs.coveo.com/en/1917/)).

[cols="3",options="header"]
|===
|Action     |Service - Domain   |Required access level

|View dashboards
a|
Analytics - Analytics data

Analytics - Reports

Organization - Organization
|View

.3+|Edit dashboards
|Analytics - Analytics data

Organization - Organization
|View

|Analytics - Reports
|Edit

|Analytics - Administrate
|Allowed
|===