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 current customer interaction, such as a chat or voice call.

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, and then click Create.

      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. Do one of the following:

    • To view the Hosted Insight Panel configuration, click View configuration.

      Important
      Important

      The Insight Panel configuration page includes options that aren’t supported by the Coveo for Genesys Cloud integration. See Edit an Insight Panel configuration for supported and unsupported options.

    • To start building your interface using the Insight Panel Builder, click Build.

      Note

      You can access the Insight Panel Builder at any time.

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).

    Option Description Additional information

    Name

    Name of the Insight Panel configuration.

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

    Configuration ID

    Not used by the Coveo for Genesys Cloud integration. The configuration Name option is used instead.

    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).

    Case context fields

    Not supported by the Coveo for Genesys Cloud integration.

    Additional context fields

    Not supported by the Coveo for Genesys Cloud integration.

  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.

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 Genesys integration automatically assigns these privileges to agents.