Generate Hosted Insight Panel reports

Members with the required privileges can use the Analytics section of the Coveo Administration Console to create custom Coveo Usage Analytics (Coveo UA) dashboards. This article describes how to generate a custom Support Agents dashboard to report on your Hosted Insight Panel. It also provides an overview of its available metric cards.

Support Agents dashboard

This dashboard provides an overview of your agent and Insight Panel 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
Note

Relevance metrics (Average Click Rank, Search Event Clickthrough, and Relevance Index) 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:

    Admin-ColoredMetricsValuesb

Step 1: Add a custom dimension

If your Coveo organization doesn’t already have a custom dimension (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.

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

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

    1. In the Display name field, enter Case ID as the dimension’s display name.

    2. Leave the Semi-structured dimension checkbox unselected.

    3. Click the API name field and enter caseid.

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

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

  3. Click Add dimension.

Step 2: Add a Support Agents 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 Support Agents template.

  3. Click Select Template.

  4. In the Add Support Agents Report panel:

    1. In the Total number of agents text box, specify the number of agents in your organization or the number of agents allowed by your Coveo license.

    2. From the Select custom dimension name (unique case identifier) menu, select the custom dimension (usually c_caseid) that uniquely identifies your support cases (see Step 1: Add a custom dimension).

    3. From the Select agent side panel (Origin level 1) menu, select the search hub value that was automatically generated when you created the Hosted Insight Panel configuration.

    4. From the Select agent full search page (Origin level 1) menu, select the search hub value of the Full Search page that can be accessed from the Hosted Insight Panel.

    5. Click Add report.

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

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

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

  8. Click Save.

    The report is now available on the Reports (platform-ca | platform-eu | platform-au) page.

Note

For information on managing dashboard reports, see Review and manage dashboards.

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

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.

# of Attach to Case

Total number of attach to case actions performed.

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

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 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.

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.

# of Agents Using Tab

Total number of agents who used tabs 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 (platform-ca | platform-eu | platform-au) page and associated panels (see Manage privileges and Privilege reference).

Note

Access to dashboards or part of their content may be further restricted as a function of the member (see Manage access to reports and Manage permission filters).

Action Service - Domain Required access level

View dashboards

Analytics - Analytics data

Analytics - Reports

Organization - Organization

View

Edit dashboards

Analytics - Analytics data

Organization - Organization

View

Analytics - Reports

Edit

Analytics - Administrate

Allowed