Adatasetis an organized collection of information that Analyst copilot uses to create reports. Analyst copilot features several prebuilt datasets organized by Zendesk feature that you can use to ask questions of your business information. However, you can also combine information from multiple datasets into a new, custom dataset.

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A dataset is an organized collection of information that Analyst copilot uses to create reports. Analyst copilot features several prebuilt datasets organized by Zendesk feature that you can use to ask questions of your business information. However, you can also combine information from multiple datasets into a new, custom dataset.

This article contains the following topics:

  • Understanding the prebuilt datasets
  • Creating custom datasets

Understanding the prebuilt datasets

The Analyst copilot EAP includes the following prebuilt datasets:

  • Tickets: Gain insights into ticket volume and activity. Things like ticket status, groups, resolutions, reply times, satisfaction score, as well as AI suggestions, enhanced writing and intelligent triage Copilot features. Data is captured at the ticket level in the current state.
  • Agents: Get insights into your support team members, including profile details, role, skills, and group and brand memberships. Data is captured at the user level in the current state.
  • IT assets: Get insights into your IT asset inventory, including asset details, ownership, lifecycle status, and assignment history. Data is captured at the asset level in the current state.

When you create a report, you can select the dataset you want to use or you can create your own.

Follow the Analyst copilot EAP page to discover when new datasets are released.

Creating custom datasets

While you can't use multiple datasets in your report, you can combine information from multiple datasets into a new dataset known as a custom dataset. The dataset builder uses a graphical interface meaning that minimal knowledge of databases is necessary.

To create a custom dataset

  1. In Analyst copilot, click the create icon (+), then select Dataset.

    Dataset builder opens.

  2. In dataset builder, click Add data source.

    Dataset builder adds a standard object. This doesn't contain any information until you configure it.

  3. Click the standard object you added to open its options.

  4. In the object options, configure the following as needed:
    • Type: Change the object type from the default of standard. Choose from standard, custom, and prebuilt objects, or custom fields.
    • Object: Choose the object from which you want to choose data; ticket, user, or organization.
    • Select columns: After you select the type and object, the extracted columns will be displayed. Select the columns you want to include in your custom dataset.
  5. You can then continue to add data from other sources. Double-click in a blank area of dataset builder to display the dataset menu.

    Tip: To delete an object, click to select it, then press delete on your keyboard.
  6. From the dataset menu, choose one of the following options:
    • Extract Zendesk data: Adds a new object to the dataset builder. You can configure this in the same way you configured the initial object. The available object types are:
      • Standard object: Includes tickets, users, and organizations.
      • Custom object
      • Prebuilt object: Prebuilt Objects (Tickets, Agents Daily Snapshot, Agents) - these are curated for you by Zendesk
        • Tickets: Gain insights into ticket volume and activity including ticket status, groups, resolutions, reply times, satisfaction score, as well as AI suggestions, enhanced writing, and intelligent triage copilot features. Data is captured at the ticket level in the current state.
        • Agents daily snapshot: Analyze agent activity at the end of any given date. Examples include Copilot features usage, assigned, and solved tickets. Data is recorded at the agent level and captured daily.
        • Agents: Get insights into your support team members, including profile details, role, skills, and group and brand memberships. Data is captured at the user level in the current state.
      • Custom fields: Includes tickets, users, and organizations.
    • Join: While you can add multiple data sources to your custom dataset, they will have no relationship to each other unless you join them. To create a join, drag from the L or R nodes in the join to the objects you want to join. The following joint types are available:
      • Left join: Returns all data from the first object and matches from the second object.
      • Right join: Returns all data from the second object and matches from the first object.
      • Inner join: Returns only data that exists in both objects.
      • Outer join: Returns all data from both objects.
    • Drop: Add a Drop object if you want to remove columns from a connected object.
    • Register dataset: Adds a Register dataset object. Connect this to your data source object. Then
  7. Click Save as panel, enter a Name, Description, and Project for the new dataset, then click Save.

You can now use your new dataset to create reports.

Note: The content of datasets update once a day at midnight in the accounts timezone.
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