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What's New in the Coveo Platform 6.2

User Interface

Customer Information Access Solutions

The Customer Information Access Solutions (CIAS) 2.0 introduce the Case Console that works with the Coveo Platform 6.2 and higher. The Case Console is a single dynamic and customizable user interface where customer support representatives (CSR) can search and access relevant information stored in the entire knowledge ecosystem (customer case management systems, bug and defect tracking systems, CRM systems, knowledge bases, content management systems, product information repositories, email and desktop content, online communities, and more).

The Results panel of the Case Console presents customer cases containing the searched text and includes customizable facets to easily narrow the search results. The Results panel is helpful to quickly visualize the categories of customer cases and prioritize them.

The Details panel, accessible by clicking a case in the Results panel, presents case related information found in other systems (for example: other cases for the same customer, related bugs, cases with a similar call stack, case communications, related product documents). Quick View links instantly display html versions of the documents, allowing to rapidly find the sought information.

Analytics Module

The Analytics module provides information that helps administrators optimize their search applications by analyzing the paths users follow while searching and navigating results. By tracking and understanding user behavior, organizations can better determine the users’ search requirements, assess performance of the system and optimize their search results – ultimately increasing adoption of the search solution (see About the Analytics Module).

The Analytics database is populated from the Coveo search and navigation UI and automatically tracks all user actions performed with the search solution, including result click-through, faceted navigation and the use of the different UI functions. The actions are saved in a database along with the information about the user, the session and the documents on which the action was taken (see Analytics Database Content).

The Analytics search interface presents a list of top queries, keywords, documents, users, or search interfaces. A graph presents the number of logged items as a function of time. The selection of a time window narrows the search results to this time period. The search interface also offers various filters to narrow the search results to specific search interfaces, queries, keywords, user/groups, or sources (see Analytics User Interface Elements).

Outlook Sidebar

The Coveo Outlook Sidebar is now compatible with Microsoft Outlook 2010, on top of Outlook 2007 and Outlook 2003 (see Outlook Sidebar).

The Outlook Sidebar provides:

  • A contextual view of conversations, attachments and people related to the email selected by the user.
  • A search box for quick access to search all content, with guided navigation through information facets.
Query Link Icon

An optional query link icon () is available at the right end of the results title bar to see the full query that is sent to the index server. The icon provides access to the Link to this query and Complete query fields. The icon appears when the administrator selects the Enable the query link option in the Interface Editor (see Displaying the Query Link Icon in a Search Interface).

The query link icon ()

The Link to this query URL can be used to easily share exact query results with colleagues having access to the same search interfaces. A colleague receiving and pasting this URL in the address bar of a browser will see exactly the same search results with the same search terms, the same facet settings, and in the same search interface (see Viewing the Complete Underlying Query).

The Complete query text is the query that is built behind the scene to combine filters for the searched terms typed in the search box, expressions generated by facets, advanced search fields, and if applicable, hidden filters associated with the search interface. The Complete query text allows power users to easily analyze and fine-tune complex queries.

Connectivity

Microsoft SharePoint Connector – Update

The SharePoint connector can now index SharePoint 2010 content. The connector can be configured to index a complete SharePoint farm or a specific list of SharePoint Web sites (see Microsoft SharePoint Connector).

Microsoft Exchange Connector – Update

The Microsoft Exchange connector can now index Microsoft Exchange 2010 content, including Exchange 2010 mailbox archives (beta release). The connector uses an administrative account with read privileges on all the mailboxes, mailbox archives, and public folders to index the full Exchange content (see Microsoft Exchange Connector).

Jive SBS Connector – Update

The Jive SBS connector allows indexing content from Jive Clearspace and Jive SBS (version 3.0, 4.0, and 4.5) servers, integrating that content to unified index and making it easily searchable by users (see Jive Connector).

Sitecore Connector – Update

The Sitecore connector now supports Sitecore versions 6.1, 6.2, and 6.3, on top of the already supported Sitecore versions 5.3 and 6.0 (see Sitecore Legacy Connector ).

OpenText eDocs Connector – General Availability

The OpenText eDocs connector allows indexing OpenText eDocs 5.1.0.5 and 5.2.1 content, including documents, metadata, and security (see OpenText Livelink Connector).

Office 2010 Documents

The Coveo Platform 6.2 can now index Microsoft Office 2010 documents (Word, Excel, and PowerPoint) as well as files embedded within Microsoft Office 2007-2010 Word and PowerPoint documents (see Supported File Formats ).