Create a calculated insight (CI) with case-related metrics by using example SQL expressions. Use the CI to see how many interactions happen before the case is closed, to analyze case-related metrics, and to build dashboards.
Required Editions
| Available in: All Editions supported by Data Cloud. See Data Cloud edition availability. Search Analytics isn't available in Government Cloud. |
| User Permissions Needed | |
|---|---|
| To create calculated insights: | Data Cloud Admin |
To create your CI, use the Search Analytics data model objects (DMOs) and a DMO on case closures.
- Enable Search Analytics from Einstein Search settings.
- Create a custom DMO with information on case closures.
See Create a Custom Data Model Object. The DMO needs columns with the API names CaseId, IsClosed, and ClosedDate.
- Create a calculated insight with the example SQL.
- Copy and paste the example SQL for the metrics you want to collect. Replace the bolded text in each example with the API field names of your case closure DMO.
After you publish the CI and it runs for the first time, see data in the Data Explorer tab or use the CI to create dashboards.
- Example: Cases Closed by Interaction Type
Use this example SQL for percent and total cases closed by interaction type. - Example: Cases Closed by Number of Searches
Use this example SQL for percent and total cases closed by number of searches.