Insights object reference (Professional and Enterprise)

Zendesk Explore, our new analytics software, is replacing Insights. Most customers who purchased Zendesk Support after July 2018, or have been migrated to Explore don’t have access to Insights. You can find Explore in the Zendesk product tray.

This article is a reference guide for all the attributes and facts in the Insights data model. Insights is available with Support Professional and Enterprise.

For details about viewing the data model, see Viewing the Insights data model.

This article lists the objects for the following datasets:

• Tickets
• Ticket events
  • Ticket Updates
  • Ticket Text Field Changes
  • Ticket Numeric Field Changes
• Organizations
• Users
• Disconnected dimensions
• Surveys
  • NPS Surveys
  • Satisfaction Surveys
• Ticket updater
• Backlog history
• SLAs
• Calls
• Chat
• Skills
• Guide
  • Answer Bot (Ticket Automatic Answers)
  • Article events
  • Articles

If you're looking for information about attributes for Zendesk Explore, see Metric and attribute reference.

Tickets

The following objects are included in the ticket dataset.

Table 1.

Object type	Name	Description
Fact	Agent wait time in minutes within business hours	The total time spent in the Pending status, displayed in minutes, but only time that elapses during listed business hours is counted.
Fact	Initially assigned at hour	Hour a ticket was initially assigned in a 24-hour format, from 0 to 23
Fact	Ticket reopens	The number of times a ticket has been changed from Solved to Open (whether by agent or end-user)
Fact	On hold time in minutes	The total time spent in the On-hold status, displayed in minutes
Fact	Assigned at hour	Hour a ticket was last assigned in a 24-hour format, from 0 to 23
Fact	Assignee stations	The number of agent assignment changes made. The initial assignment upon ticket creation also counts as a station.
Fact	Full resolution time in minutes	The time between ticket creation time and the timestamp of the final or most recent change of status to solved, displayed in minutes
Fact	Ticket replies	The number of public agent comments on a ticket (not end-users comments or private comments).
Fact	Assigned at (minutes)	Ticket assigned in epoch minutes (the number of minutes since 01/01/1970)
Fact	Ticket due at (minutes)	Ticket due at time in epoch minutes (the number of minutes since 01/01/1970)
Fact	Ticket created at hour	Hour that a ticket was created in a 24-hour format, from 0 to 23
Fact	Submitter ID (Fact)	Submitter ID fact that can be used with the disconnected user filter
Fact	Requester wait time in minutes within business hours	The combined total time spent in the New, Open and On-Hold status. Only time that elapses during listed business hours is counted.
Fact	Requester updated hour	Requester updated at hour
Fact	First reply time in minutes within business hours	The time between ticket creation time and the timestamp of the first public agent comment, displayed in minutes, but only time that elapses during listed business hours is counted.
Fact	Requester updated (minutes)	Requester last updated in epoch minutes (the number of minutes since 01/01/1970)
Fact	Ticket solved at (minutes)	Time the ticket was solved in epoch minutes (the number of minutes since 01/01/1970)
Fact	Assignee updated (minutes)	Last time assignee updated the ticket in epoch minutes (the number of minutes since 01/01/1970)
Fact	Assignee ID (Fact)	Assignee ID fact that can be used with the disconnected user filter
Fact	Ticket updated at hour	Ticket updated at hour
Fact	Initially assigned at (minutes)	Initially assigned at time in epoch minutes (the number of minutes since 01/01/1970)
Fact	First resolution time in minutes	The time between a ticket creation time and the first timestamp the ticket was marked as solved. A ticket can only have one first resolution time, since it measures the time it took to solve a ticket the first time.
Fact	Requester wait time in minutes	The combined total time spent in the New, Open and On-Hold status.
Fact	Ticket updated at (minutes)	Time of the last update to the ticket in epoch minutes (the number of minutes since 01/01/1970)
Fact	Full resolution time in minutes within business hours	The time between ticket creation time and the timestamp of the final or most recent change of status to solved, displayed in minutes.
Fact	Assignee updated hour	Hour the assignee last updated a ticket in a 24-hour format, from 0 to 23
Fact	Group stations	The number of group assignment changes made. The initial assignment upon ticket creation also counts as a station.
Fact	First reply time in minutes	Number of minutes to the first reply, whether during or after business hours
Fact	Ticket created at (minutes)	Ticket time created in epoch minutes
Fact	Resolution time	The final or most recent resolution time in hours, rounded to the nearest whole hour
Fact	Ticket solved at hour	Hour a ticket was last solved in a 24-hour format, from 0 to 23
Fact	Agent wait time in minutes	The total time spent in the Pending status, displayed in minutes
Fact	First resolution time in minutes within business hours	The time between ticket creation and the timestamp of the first change of status to Solved, displayed in minutes, but only time that elapses during listed business hours is counted.
Fact	On hold time in minutes within business hours	The total time spent in the On-hold status, displayed in minutes, but only time that elapses during listed business hours is counted.
Fact	Ticket due date hour	Hour a ticket is due in a 24-hour format, from 0 to 23
Attribute	Hour Ticket Requester Updated	Hour that a ticket requester was last updated in a 24-hour format, from 0 to 23
Attribute	Ticket Id	The ticket's ID
Attribute	Ticket Via	Ticket channel of original submission
Attribute	Hour Ticket Assigned	Hour that a ticket was last assigned to an agent in a 24-hour format, from 0 to 23
Attribute	Hour Ticket Solved	Hour that a ticket is finally marked as solved in a 24-hour format, from 0 to 23. This number will change if the ticket is re-opened.
Attribute	Hour Ticket Due	Hour that a ticket is due in a 24-hour format, from 0 to 23
Attribute	Ticket External ID	External ID associated with a ticket
Attribute	Ticket Submitter	Submitter name
Attribute	Ticket Assignee	Name of assignee
Attribute	Hour Ticket Updated	Hour that the ticket was updated in a 24-hour format, from 0 to 23
Attribute	Ticket Brand	Brand of the ticket in a multi-brand Zendesk Support
Attribute	Ticket Type	Ticket type
Attribute	Ticket Outbound Sharing Agreement	Affiliated Zendesk accounts and companies tickets are shared with
Attribute	Ticket Problem	Problem tickets linked with an incident
Attribute	Hour Ticket Initially Assigned	Hour a ticket was initially assigned in a 24-hour format, from 0 to 23
Attribute	Ticket Satisfaction Score	Satisfaction score requester assigns after ticket is solved
Attribute	Ticket Inbound Sharing Agreement	Affiliated instances of Zendesk Support and companies who share tickets with the current instance of Zendesk Support
Attribute	Ticket Priority	Ticket priority
Attribute	Ticket Organization	Organization associated with the requester. Ticket organization can be used with multiple organizations.
Attribute	Ticket Group	Name of the group where ticket is assigned
Attribute	Ticket Status	Ticket's current status
Attribute	Ticket Requester Domain	Email subdomain of requester's primary email address
Attribute	Hour Ticket Created	Hour that a ticket was created in a 24-hour format, from 0 to 23
Attribute	Ticket Form	Ticket form that is used on the ticket
Attribute	Ticket Subject	Subject of ticket
Attribute	Ticket Tag	The tags associated with a ticket
Attribute	Ticket Tag Deleted Flag	Indicates whether a ticket tag has been deleted.
Attribute	TicketTagId	The tag IDs associated with a ticket.
Attribute	Hour Ticket Assignee Updated	Hour a ticket assignee last updated a ticket in a 24-hour format, from 0 to 23. This includes new comments (public and private) and ticket status changes
Attribute	Day of Month (Ticket Due)	Day of month (1-31) that ticket is due
Attribute	Day of Quarter (Ticket Due)	Day of quarter (1-92) that ticket is due
Attribute	Day of Week (Mon-Sun) (Ticket Due)	Day of week (Mon-Sun) that ticket is due
Attribute	Day of Week (Sun-Sat) (Ticket Due)	Day of week (Sun-Sat) that ticket is due
Attribute	Day of Year (Ticket Due)	Day of year (1-365) that ticket is due
Attribute	Month (Ticket Due)	Month (January-December) that ticket is due
Attribute	Month of Quarter (Ticket Due)	Month of quarter (M1, M2, M3) that ticket is due
Attribute	Month/Year (Ticket Due)	Month (January-December) and year that ticket is due
Attribute	Quarter (Ticket Due)	Quarter (Q1-Q4) that ticket is due
Attribute	Quarter/Year (Ticket Due)	Quarter (Q1-Q4) and year that ticket is due
Attribute	Week (Mon-Sun) (Ticket Due)	Mon-Sun week of the year (W1-W52) that ticket is due
Attribute	Week (Mon-Sun) of Qtr (Ticket Due)	Mon-Sun week of the quarter (W1-W14) that ticket is due
Attribute	Week (Mon-Sun)/Year (Ticket Due)	Mon-Sun week (W1-W52) and year that ticket is due, i.e. W12 2014
Attribute	Week (Sun-Sat) (Ticket Due)	Sun-Sat week of the year (W1-W52) that ticket is due
Attribute	Week (Sun-Sat) of Qtr (Ticket Due)	Sun-Sat week of the quarter (W1-W14) that ticket is due
Attribute	Week (Sun-Sat)/Year (Ticket Due)	Sun-Sat week (W1-W52) and year that ticket is due, i.e. W12 2014
Attribute	Year (Ticket Due)	Year that ticket is due
Attribute	Day of Month (Ticket Created)	Day of month (1-31) that ticket was created
Attribute	Day of Quarter (Ticket Created)	Day of quarter (1-92) that ticket was created
Attribute	Day of Week (Mon-Sun) (Ticket Created)	Day of week (Mon-Sun) that ticket was created
Attribute	Day of Week (Sun-Sat) (Ticket Created)	Day of week (Sun-Sat) that ticket was created
Attribute	Day of Year (Ticket Created)	Day of year (1-365) that ticket was created
Attribute	Month (Ticket Created)	Month (January-December) that ticket was created
Attribute	Month of Quarter (Ticket Created)	Month of quarter (M1, M2, M3) that ticket was created
Attribute	Month/Year (Ticket Created)	Month (January-December) and year that ticket was created
Attribute	Quarter (Ticket Created)	Quarter (Q1-Q4) that ticket was created
Attribute	Quarter/Year (Ticket Created)	Quarter (Q1-Q4) and year that ticket was created
Attribute	Week (Mon-Sun) (Ticket Created)	Mon-Sun week of the year (W1-W52) that ticket was created
Attribute	Week (Mon-Sun) of Qtr (Ticket Created)	Mon-Sun week of the quarter (W1-W14) that ticket was created
Attribute	Week (Mon-Sun)/Year (Ticket Created)	Mon-Sun week (W1-W52) and year that ticket was created, i.e. W12 2014
Attribute	Week (Sun-Sat) (Ticket Created)	Sun-Sat week of the year (W1-W52) that ticket was created
Attribute	Week (Sun-Sat) of Qtr (Ticket Created)	Sun-Sat week of the quarter (W1-W14) that ticket was created
Attribute	Week (Sun-Sat)/Year (Ticket Created)	Sun-Sat week (W1-W52) and year that ticket was created, i.e. W12 2014
Attribute	Year (Ticket Created)	Year that ticket was created
Attribute	Day of Month (Ticket Assigned)	Day of month (1-31) that ticket was assigned
Attribute	Day of Quarter (Ticket Assigned)	Day of quarter (1-92) that ticket was assigned
Attribute	Day of Week (Mon-Sun) (Ticket Assigned)	Day of week (Mon-Sun) that ticket was assigned
Attribute	Day of Week (Sun-Sat) (Ticket Assigned)	Day of week (Sun-Sat) that ticket was assigned
Attribute	Day of Year (Ticket Assigned)	Day of year (1-365) that ticket was assigned
Attribute	Month (Ticket Assigned)	Month (January-December) that ticket was assigned
Attribute	Month of Quarter (Ticket Assigned)	Month of quarter (M1, M2, M3) that ticket was assigned
Attribute	Month/Year (Ticket Assigned)	Month (January-December) and year that ticket was assigned
Attribute	Quarter (Ticket Assigned)	Quarter (Q1-Q4) that ticket was assigned
Attribute	Quarter/Year (Ticket Assigned)	Quarter (Q1-Q4) and year that ticket was assigned
Attribute	Week (Mon-Sun) (Ticket Assigned)	Mon-Sun week of the year (W1-W52) that ticket was assigned
Attribute	Week (Mon-Sun) of Qtr (Ticket Assigned)	Mon-Sun week of the quarter (W1-W14) that ticket was assigned
Attribute	Week (Mon-Sun)/Year (Ticket Assigned)	Mon-Sun week (W1-W52) and year that ticket was assigned, i.e. W12 2014
Attribute	Week (Sun-Sat) (Ticket Assigned)	Sun-Sat week of the year (W1-W52) that ticket was assigned
Attribute	Week (Sun-Sat) of Qtr (Ticket Assigned)	Sun-Sat week of the quarter (W1-W14) that ticket was assigned
Attribute	Week (Sun-Sat)/Year (Ticket Assigned)	Sun-Sat week (W1-W52) and year that ticket was assigned, i.e. W12 2014
Attribute	Year (Ticket Assigned)	Year that ticket was assigned
Attribute	Day of Month (Ticket Solved)	Day of month (1-31) that ticket was solved
Attribute	Day of Quarter (Ticket Solved)	Day of quarter (1-92) that ticket was solved
Attribute	Day of Week (Mon-Sun) (Ticket Solved)	Day of week (Mon-Sun) that ticket was solved
Attribute	Day of Week (Sun-Sat) (Ticket Solved)	Day of week (Sun-Sat) that ticket was solved
Attribute	Day of Year (Ticket Solved)	Day of year (1-365) that ticket was solved
Attribute	Month (Ticket Solved)	Month (January-December) that ticket was solved
Attribute	Month of Quarter (Ticket Solved)	Month of quarter (M1, M2, M3) that ticket was solved
Attribute	Month/Year (Ticket Solved)	Month (January-December) and year that ticket was solved
Attribute	Quarter (Ticket Solved)	Quarter (Q1-Q4) that ticket was solved
Attribute	Quarter/Year (Ticket Solved)	Quarter (Q1-Q4) and year that ticket was solved
Attribute	Week (Mon-Sun) (Ticket Solved)	Mon-Sun week of the year (W1-W52) that ticket was solved
Attribute	Week (Mon-Sun) of Qtr (Ticket Solved)	Mon-Sun week of the quarter (W1-W14) that ticket was solved
Attribute	Week (Mon-Sun)/Year (Ticket Solved)	Mon-Sun week (W1-W52) and year that ticket was solved, i.e. W12 2014
Attribute	Week (Sun-Sat) (Ticket Solved)	Sun-Sat week of the year (W1-W52) that ticket was solved
Attribute	Week (Sun-Sat) of Qtr (Ticket Solved)	Sun-Sat week of the quarter (W1-W14) that ticket was solved
Attribute	Week (Sun-Sat)/Year (Ticket Solved)	Sun-Sat week (W1-W52) and year that ticket was solved, i.e. W12 2014
Attribute	Year (Ticket Solved)	Year that ticket was solved
Attribute	Day of Month (Ticket Initially Assigned)	Day of month (1-31) that ticket was initially assigned
Attribute	Day of Quarter (Ticket Initially Assigned)	Day of quarter (1-92) that ticket was initially assigned
Attribute	Day of Week (Mon-Sun) (Ticket Initially Assigned)	Day of week (Mon-Sun) that ticket was initially assigned
Attribute	Day of Week (Sun-Sat) (Ticket Initially Assigned)	Day of week (Sun-Sat) that ticket was initially assigned
Attribute	Day of Year (Ticket Initially Assigned)	Day of year (1-365) that ticket was initially assigned
Attribute	Month (Ticket Initially Assigned)	Month (January-December) that ticket was initially assigned
Attribute	Month of Quarter (Ticket Initially Assigned)	Month of quarter (M1, M2, M3) that ticket was initially assigned
Attribute	Month/Year (Ticket Initially Assigned)	Month (January-December) and year that ticket was initially assigned
Attribute	Quarter (Ticket Initially Assigned)	Quarter (Q1-Q4) that ticket was initially assigned
Attribute	Quarter/Year (Ticket Initially Assigned)	Quarter (Q1-Q4) and year that ticket was initially assigned
Attribute	Week (Mon-Sun) (Ticket Initially Assigned)	Mon-Sun week of the year (W1-W52) that ticket was initially assigned
Attribute	Week (Mon-Sun) of Qtr (Ticket Initially Assigned)	Mon-Sun week of the quarter (W1-W14) that ticket was initially assigned
Attribute	Week (Mon-Sun)/Year (Ticket Initially Assigned)	Mon-Sun week (W1-W52) and year that ticket was initially assigned, i.e. W12 2014
Attribute	Week (Sun-Sat) (Ticket Due)	Sun-Sat week of the year (W1-W52) that ticket was initially assigned
Attribute	Week (Sun-Sat) of Qtr (Ticket Initially Assigned)	Sun-Sat week of the quarter (W1-W14) that ticket was initially assigned
Attribute	Week (Sun-Sat)/Year (Ticket Initially Assigned)	Sun-Sat week (W1-W52) and year that ticket was initially assigned, i.e. W12 2014
Attribute	Year (Ticket Initially Assigned)	Year that ticket was initially assigned
Attribute	Date (Ticket Last Updated)	Date the ticket was last updated
Attribute	Day of Month (Ticket Last Updated)	Day of month (1-31) that ticket was last updated
Attribute	Day of Quarter (Ticket Last Updated)	Day of quarter (1-92) that ticket was last updated
Attribute	Day of Week (Mon-Sun) (Ticket Last Updated)	Day of week (Mon-Sun) that ticket was last updated
Attribute	Day of Week (Sun-Sat) (Ticket Last Updated)	Day of week (Sun-Sat) that ticket was last updated
Attribute	Day of Year (Ticket Last Updated)	Day of year (1-365) that ticket was last updated
Attribute	Month (Ticket Last Updated)	Month (January-December) that ticket was last updated
Attribute	Month of Quarter (Ticket Last Updated)	Month of quarter (M1, M2, M3) that ticket was last updated
Attribute	Month/Year (Ticket Last Updated)	Month (January-December) and year that ticket was last updated
Attribute	Quarter (Ticket Last Updated)	Quarter (Q1-Q4) that ticket was last updated
Attribute	Quarter/Year (Ticket Last Updated)	Quarter (Q1-Q4) and year that ticket was last updated
Attribute	Week (Mon-Sun) (Ticket Last Updated)	Mon-Sun week of the year (W1-W52) that ticket was last updated
Attribute	Week (Mon-Sun) of Qtr (Ticket Last Updated)	Mon-Sun week of the quarter (W1-W14) that ticket was last updated
Attribute	Week (Mon-Sun)/Year (Ticket Last Updated)	Mon-Sun week (W1-W52) and year that ticket was last updated, i.e. W12 2014
Attribute	Week (Sun-Sat) (Ticket Last Updated)	Sun-Sat week of the year (W1-W52) that ticket was last updated
Attribute	Week (Sun-Sat) of Qtr (Ticket Last Updated)	Sun-Sat week of the quarter (W1-W14) that ticket was last updated
Attribute	Week (Sun-Sat)/Year (Ticket Last Updated)	Sun-Sat week (W1-W52) and year that ticket was last updated, i.e. W12 2014
Attribute	Year (Ticket Last Updated)	Year that ticket was last updated
Attribute (time)	Date (Event)	Date of a ticket event
Attribute (time)	Date (Ticket Assigned)	Date the ticket was most recently assigned
Attribute (time)	Date (Ticket Created)	Date created
Attribute (time)	Date Due	Date due
Attribute (time)	Date Initially Assigned	Date initially assigned
Attribute (time)	Date Last Updated	Date of the last ticket update; this includes any update to the ticket record, not just agent updates
Attribute (time)	Date Solved	Date solved
Attribute	Date (Assignee Updated)	Date assignee last updated ticket
Attribute	Day of Month (Assignee Updated)	Day of month (1-31) that assignee last updated ticket
Attribute	Day of Quarter (Assignee Updated)	Day of quarter (1-92) that assignee last updated ticket
Attribute	Day of Week (Mon-Sun) (Assignee Updated)	Day of week (Mon-Sun) that assignee last updated ticket
Attribute	Day of Week (Sun-Sat) (Assignee Updated)	Day of week (Sun-Sat) that assignee last updated ticket
Attribute	Day of Year (Assignee Updated)	Day of year (1-365) that assignee last updated ticket
Attribute	Month (Assignee Updated)	Month (January-December) that ticket assignee was updated
Attribute	Month of Quarter (Assignee Updated)	Month of quarter (M1, M2, M3) that assignee last updated ticket
Attribute	Month/Year (Assignee Updated)	Month (January-December) and year that assignee last updated ticket
Attribute	Quarter (Assignee Updated)	Quarter (Q1-Q4) that assignee last updated ticket
Attribute	Quarter/Year (Assignee Updated)	Quarter (Q1-Q4) and year that assignee last updated ticket
Attribute	Week (Mon-Sun) (Assignee Updated)	Mon-Sun week of the year (W1-W52) that assignee last updated ticket
Attribute	Week (Mon-Sun) of Qtr (Assignee Updated)	Mon-Sun week of the quarter (W1-W14) that assignee last updated ticket
Attribute	Week (Mon-Sun)/Year (Assignee Updated)	Mon-Sun week (W1-W52) and year that assignee last updated ticket, i.e. W12 2014
Attribute	Week (Sun-Sat) (Assignee Updated)	Sun-Sat week of the year (W1-W52) that assignee last updated ticket
Attribute	Week (Sun-Sat) of Qtr (Assignee Updated)	Sun-Sat week of the quarter (W1-W14) that assignee last updated ticket
Attribute	Week (Sun-Sat)/Year (Assignee Updated)	Sun-Sat week (W1-W52) and year that assignee last updated ticket, i.e. W12 2014
Attribute	Year (Assignee Updated)	Year that assignee last updated ticket
Attribute	Date (Requester Updated)	Date requester last updated ticket
Attribute	Day of Month (Requester Updated)	Day of month (1-31) that requester last updated ticket
Attribute	Day of Quarter (Requester Updated)	Day of quarter (1-92) that requester last updated ticket
Attribute	Day of Week (Mon-Sun) (Requester Updated)	Day of week (Mon-Sun) that requester last updated ticket
Attribute	Day of Week (Sun-Sat) (Requester Updated)	Day of week (Sun-Sat) that requester last updated ticket
Attribute	Day of Year (Requester Updated)	Day of year (1-365) that requester last updated ticket
Attribute	Month (Requester Updated)	Month (January-December) that requester last updated ticket
Attribute	Month of Quarter (Requester Updated)	Month of quarter (M1, M2, M3) that requester last updated ticket
Attribute	Month/Year (Requester Updated)	Month (January-December) and year that requester last updated ticket
Attribute	Quarter (Requester Updated)	Quarter (Q1-Q4) that requester last updated ticket
Attribute	Quarter/Year (Requester Updated)	Quarter (Q1-Q4) and year that requester last updated ticket
Attribute	Week (Mon-Sun) (Requester Updated)	Mon-Sun week of the year (W1-W52) that requester last updated ticket
Attribute	Week (Mon-Sun) of Qtr (Requester Updated)	Mon-Sun week of the quarter (W1-W14) that requester last updated ticket
Attribute	Week (Mon-Sun)/Year (Requester Updated)	Mon-Sun week (W1-W52) and year that requester last updated ticket
Attribute	Week (Sun-Sat) (Requester Updated)	Sun-Sat week of the year (W1-W52) that requester last updated ticket
Attribute	Week (Sun-Sat) of Qtr (Requester Updated)	Sun-Sat week of the quarter (W1-W14) that requester last updated ticket
Attribute	Week (Sun-Sat)/Year (Requester Updated)	Sun-Sat week (W1-W52) and year that requester last updated ticket i.e. W12 2014
Attribute	Year (Requester Updated)	Year that requester last updated ticket

Ticket events

The following objects relate to ticket events.

Ticket Updates

Object type	Name	Description
Attribute	Comment Present	Flag to indicate if a comment is included in the ticket update
Attribute	Country	The country from which the ticket update was initiated (based on the user's IP address)
Attribute	Geo Pushpin	The latitude and longitude from which the ticket update was initiated (based on the user's IP address)
Attribute	Public Comment	Flag to indicate whether the comment is public
Attribute	Ticket Update	The unique ID of the ticket update associated with an event
Attribute	Ticket Update Via	Channel through which the ticket update was made
Attribute	Updater Role	Role of the ticket updater
Attribute	Updater Active	Flag to indicate whether an updater has been deleted
Attribute	Updater Timezone	Timezone of ticket updater
Attribute	Updater	The ticket updater, which could be an agent, administrator, or end-user
Fact	Ticket updated (minutes)	Time of the ticket update in epoch minutes (the number of minutes since 01/01/1970)
Fact	Updater ID (fact)	Updater ID fact that can be used with the disconnected user filter
Fact	Updater created (minutes)	Time the updater was created

Ticket Text Field Changes

Object type	Name	Description
Attribute	Text Field	Specifies the system or custom text-based field in the dataset
Attribute	Ticket Event Via	Channel through which a text system or custom field event was updated
Attribute	Ticket Text Field Change	Identifier for every time a ticket text field is changed
Attribute	[Text Field] New Value	The new value of any system or custom text-based ticket field. For example, if a Ticket Status was changed from Open to Closed, this value would be Closed.
Attribute	[Text Field] Previous Value	The previous value of any custom ticket field of type drop-down, text or check box. For example, if a Ticket Status was changed from Open to Closed, this value would be Open.
Fact	[Text Field] Duration in minutes	Duration it took a text field to change, in minutes. Includes standard and custom fields.

Ticket Numeric Field Changes

Object type	Name	Description
Attribute	Numeric Field	Indicates the custom numeric field updated in the dataset
Attribute	Numeric Field Event Via	Channel through which a numeric custom field event was updated
Attribute	Ticket Numeric Change	Unique identifier for every time a ticket numeric field is changed
Fact	Ticket Numeric Field Event (epoch minutes)	Time a ticket field was updated in epoch minutes (the number of minutes since 01/01/1970)
Fact	[Numeric Field] Fact duration in seconds	Duration it took a text field to change, in seconds. Includes standard and custom fields.
Fact	[Numeric Field] New value	New value for a numerical field
Fact	[Numeric Field] Old value	Previous value for a numerical field

Organizations

The following objects relate to organizations.

Object type	Name	Description
Attribute	Organization	Labels: Organization name -- The name of the organization Organization ID -- Automatically assigned when creating organization Organization URL -- The API URL of the organization
Attribute	Organization Deleted	Flag to indicate whether the organization is deleted
Attribute	Organization Name	The name of the organization
Fact	Organization created (epoch minutes)	The time the organization was created
Fact	Organization updated (epoch minutes)	The time the organization was updated
Attribute	Date (Organization Updated)	Date the organization was updated
Attribute	Day of Month (Organization Updated)	Day of month (1-31) that the organization was updated
Attribute	Day of Quarter (Organization Updated)	Day of quarter (1-92) that the organization was updated
Attribute	Day of Week (Mon-Sun) (Organization Updated)	Day of week (Mon-Sun) that the organization was updated
Attribute	Day of Week (Sun-Sat) (Organization Updated)	Day of week (Sun-Sat) that the organization was updated
Attribute	Day of Year (Organization Updated)	Day of year (1-365) that the organization was updated
Attribute	Month (Organization Updated)	Month (January-December) that the organization was updated
Attribute	Month of Quarter (Organization Updated)	Month of quarter (M1, M2, M3) that the organization was updated
Attribute	Month/Year (Organization Updated)	Month (January-December) and year that the organization was updated
Attribute	Quarter (Organization Updated)	Quarter (Q1-Q4) that the organization was updated
Attribute	Quarter/Year (Organization Updated)	Quarter (Q1-Q4) and year that the organization was updated
Attribute	Week (Mon-Sun) (Organization Updated)	Mon-Sun week of the year (W1-W52) that the organization was updated
Attribute	Week (Mon-Sun) of Qtr (Organization Updated)	Mon-Sun week of the quarter (W1-W14) that the organization was updated
Attribute	Week (Mon-Sun)/Year (Organization Updated)	Mon-Sun week (W1-W52) and year that the organization was updated, i.e. W12 2014
Attribute	Week (Sun-Sat) (Organization Updated)	Sun-Sat week of the year (W1-W52) that the organization was updated
Attribute	Week (Sun-Sat) of Qtr (Organization Updated)	Sun-Sat week of the quarter (W1-W14) that the organization was updated
Attribute	Week (Sun-Sat)/Year (Organization Updated)	Sun-Sat week (W1-W52) and year that the organization was updated, i.e. W12 2014
Attribute	Year (Organization Updated)	Year that the organization was updated
Attribute	Date (Organization Created)	Date that the organization was created
Attribute	Day of Month (Organization Created)	Day of month (1-31) that the organization was created
Attribute	Day of Quarter (Organization Created)	Day of quarter (1-92) that the organization was created
Attribute	Day of Week (Mon-Sun) (Organization Created)	Day of week (Mon-Sun) that the organization was created
Attribute	Day of Week (Sun-Sat) (Organization Created)	Day of week (Sun-Sat) that the organization was created
Attribute	Day of Year (Organization Created)	Day of year (1-365) that the organization was created
Attribute	Month (Organization Created)	Month (January-December) that the organization was created
Attribute	Month of Quarter (Organization Created)	Month of quarter (M1, M2, M3) that the organization was created
Attribute	Month/Year (Organization Created)	Month (January-December) and year that the organization was created
Attribute	Quarter (Organization Created)	Quarter (Q1-Q4) that the organization was created
Attribute	Quarter/Year (Organization Created)	Quarter (Q1-Q4) and year that the organization was created
Attribute	Week (Mon-Sun) (Organization Created)	Mon-Sun week of the year (W1-W52) that the organization was created
Attribute	Week (Mon-Sun) of Qtr (Organization Created)	Mon-Sun week of the quarter (W1-W14) that the organization was created
Attribute	Week (Mon-Sun)/Year (Organization Created)	Mon-Sun week (W1-W52) and year that the organization was created, i.e. W12 2014
Attribute	Week (Sun-Sat) (Organization Created)	Sun-Sat week of the year (W1-W52) that the organization was created
Attribute	Week (Sun-Sat) of Qtr (Organization Created)	Sun-Sat week of the quarter (W1-W14) that the organization was created
Attribute	Week (Sun-Sat)/Year (Organization Created)	Sun-Sat week (W1-W52) and year that the organization was created, i.e. W12 2014
Attribute	Year (Organization Created)	Year that the organization was created

Users

The following objects relate to users.

Object type	Name	Description
Attribute	User	Labels: User name -- The name of the user User ID -- Automatically assigned when creating user User URL -- The API URL of the user
Attribute	User Locale	Labels: Requester Locale Label -- The locale for the requester User Locale -- The locale for the user
Attribute	User Active	Users that have been deleted will have the value false here
Attribute	User External ID	A unique id you can set on a user
Attribute	User Is Moderator	Designates whether this user has forum moderation capabilities
Attribute	User Name	The name of the user
Attribute	User Role	The Role of the user. Possible values: "end-user","agent", "admin"
Attribute	User Time Zone	The time zone of the user
Fact	User created (epoch minutes)	User time created in epoch minutes
Fact	User last login (epoch minutes)	User last login in epoch minutes
Attribute	Day of Month (User Last Login)	Day of month (1-31) that user last logged in
Attribute	Day of Quarter (User Last Login)	Day of quarter (1-92) that user last logged in
Attribute	Day of Week (Mon-Sun) (User Last Login)	Day of week (Mon-Sun) that user last logged in
Attribute	Day of Week (Sun-Sat) (User Last Login)	Day of week (Sun-Sat) that user last logged in
Attribute	Day of Year (User Last Login)	Day of year (1-365) that user last logged in
Attribute	Month (User Last Login)	Month (January-December) that user last logged in
Attribute	Month of Quarter (User Last Login)	Month of quarter (M1, M2, M3) that user last logged in
Attribute	Month/Year (User Last Login)	Month (January-December) and year that user last logged in
Attribute	Quarter (User Last Login)	Quarter (Q1-Q4) that user last logged in
Attribute	Quarter/Year (User Last Login)	Quarter (Q1-Q4) and year that user last logged in
Attribute	Week (Mon-Sun) (User Last Login)	Mon-Sun week of the year (W1-W52) that user last logged in
Attribute	Week (Mon-Sun) of Qtr (User Last Login)	Mon-Sun week of the quarter (W1-W14) that user last logged in
Attribute	Week (Mon-Sun)/Year (User Last Login)	Mon-Sun week (W1-W52) and year that the user last logged in, i.e. W12 2014
Attribute	Week (Sun-Sat) (User Last Login)	Sun-Sat week of the year (W1-W52) that user last logged in
Attribute	Week (Sun-Sat) of Qtr (User Last Login)	Sun-Sat week of the quarter (W1-W14) that user last logged in
Attribute	Week (Sun-Sat)/Year (User Last Login)	Sun-Sat week (W1-W52) and year that user last logged in, i.e. W12 2014
Attribute	Year (User Last Login)	Year that user last logged in
Fact	User ID (fact)	Automatically assigned when creating users
Fact	User updated (epoch minutes)	User time updated in epoch minutes (the number of minutes since 01/01/1970)
Attribute	User Tag	User tag value
Attribute	User Tag Deleted flag	Flag to indicate whether a tag was deleted from a user
Attribute	UserTagID	Unique identifier for a user and tag combination
Attribute	User created at (Date)	The date the user was created
Attribute	Day of Month (User Created)	Day of month (1-31) the user was created
Attribute	Day of Quarter (User Created)	Day of quarter (1-92) the user was created
Attribute	Day of Week (Mon-Sun) (User Created)	Day of week (Mon-Sun) the user was created
Attribute	Day of Week (Sun-Sat) (User Created)	Day of week (Sun-Sat) the user was created
Attribute	Day of Year (User Created)	Day of year (1-365) the user was created
Attribute	Month (User Created)	Month (January-December) the user was created
Attribute	Month of Quarter (User Created)	Month of quarter (M1, M2, M3) the user was created
Attribute	Month/Year (User Created)	Month (January-December) and year the user was created
Attribute	Quarter (User Created)	Quarter (Q1-Q4) the user was created
Attribute	Quarter/Year (User Created)	Quarter (Q1-Q4) and year the user was created
Attribute	Week (Mon-Sun) (User Created)	Mon-Sun week of the year (W1-W52) the user was created
Attribute	Week (Mon-Sun) of Qtr (User Created)	Mon-Sun week of the quarter (W1-W14) the user was created
Attribute	Week (Mon-Sun)/Year (User Created)	Mon-Sun week (W1-W52) and year the user was created, i.e. W12 2014
Attribute	Week (Sun-Sat) (User Created)	Sun-Sat week of the year (W1-W52) the user was created
Attribute	Week (Sun-Sat) of Qtr (User Created)	Sun-Sat week of the quarter (W1-W14) the user was created
Attribute	Week (Sun-Sat)/Year (User Created)	Sun-Sat week (W1-W52) and year the user was created, i.e. W12 2014
Attribute	Year (User Created)	Year the user was created
Attribute	User last login at (Date)	A time-stamp of the last time this user logged in to your instance of Zendesk Support
Attribute	User updated at (Date)	The time of the last update of the user
Attribute	Day of Month (User Updated)	Day of month (1-31) the user was updated
Attribute	Day of Quarter (User Updated)	Day of quarter (1-92) the user was updated
Attribute	Day of Week (Mon-Sun) (User Updated)	Day of week (Mon-Sun) the user was updated
Attribute	Day of Week (Sun-Sat) (User Updated)	Day of week (Sun-Sat) the user was updated
Attribute	Day of Year (User Updated)	Day of year (1-365) the user was updated
Attribute	Month (User Updated)	Month (January-December) the user was updated
Attribute	Month of Quarter (User Updated)	Month of quarter (M1, M2, M3) the user was updated
Attribute	Month/Year (User Updated)	Month (January-December) and year the user was updated
Attribute	Quarter (User Updated)	Quarter (Q1-Q4) the user was updated
Attribute	Quarter/Year (User Updated)	Quarter (Q1-Q4) and year the user was updated
Attribute	Week (Mon-Sun) (User Updated)	Mon-Sun week of the year (W1-W52) the user was updated
Attribute	Week (Mon-Sun) of Qtr (User Updated)	Mon-Sun week of the quarter (W1-W14) the user was updated
Attribute	Week (Mon-Sun)/Year (User Updated)	Mon-Sun week (W1-W52) and year the user was updated, i.e. W12 2014
Attribute	Week (Sun-Sat) (User Updated)	Sun-Sat week of the year (W1-W52) the user was updated
Attribute	Week (Sun-Sat) of Qtr (User Updated)	Sun-Sat week of the quarter (W1-W14) the user was updated
Attribute	Week (Sun-Sat)/Year (User Updated)	Sun-Sat week (W1-W52) and year the user was updated, i.e. W12 2014
Attribute	Year (User Updated)	Year the user was updated
Attribute	User ID	Automatically assigned when creating users

Disconnected dimensions

The following objects relate to disconnected dimensions.

Object type	Name	Description
Attribute	Records of Timeline	Unique identifier for each timeline record
Attribute (time)	Timeline (Date)	Disconnected date dimension that can be used to filter multiple date dimensions on a dashboard
Attribute	User Filter	Disconnected user dimension that can be used to filter multiple definitions of a user on a dashboard
Attribute	User Filter Role	Disconnected user role dimension that can be used to filter multiple definitions of a user on a dashboard
Fact	User ID Filter	Disconnected user ID represented as a fact that can be used in a metric to filter multiple definitions of a user

Surveys

The following objects relate to customer surveys.

NPS Surveys

Object type	Name	Description
Attribute	NPS Comment	Open-ended feedback included in a net promoter score response
Attribute	NPS Delivery ID	Primary key for each net promoter score delivery
Attribute	NPS Rating	Rating as an attribute for each net promoter score rating
Attribute	NPS Response ID	Primary key for each net promoter score response
Attribute	Records of NPS Surveys	Unique identifier for each NPS survey record
Fact	NPS delivered at (Date)	Date NPS survey was delivered
Fact	NPS rated at (Date)	Date NPS survey was completed
Fact	NPS rating	Net promoter rating as a numeric value
Attribute	Date (NPS Rated)	Date of NPS rating
Attribute	Day of Month (NPS Rated)	Day of month (1-31) NPS was rated
Attribute	Day of Quarter (NPS Rated)	Day of quarter (1-92) NPS was rated
Attribute	Day of Week (Mon-Sun) (NPS Rated)	Day of week (Mon-Sun) NPS was rated
Attribute	Day of Week (Sun-Sat) (NPS Rated)	Day of week (Sun-Sat) NPS was rated
Attribute	Day of Year (NPS Rated)	Day of year (1-366) NPS was rated
Attribute	Month (NPS Rated)	Month (January-December) NPS was rated
Attribute	Month of Quarter (NPS Rated)	Month of quarter (M1, M2, M3) NPS was rated
Attribute	Month/Year (NPS Rated)	Month (January-December) and year NPS was rated
Attribute	Quarter (NPS Rated)	Quarter (Q1-Q4) NPS was rated
Attribute	Quarter/Year (NPS Rated)	Quarter (Q1-Q4) and year NPS was rated
Attribute	Week (Mon-Sun) (NPS Rated)	Mon-Sun week of the year (W1-W52) NPS was rated
Attribute	Week (Mon-Sun) of Qtr (NPS Rated)	Mon-Sun week of the quarter (W1-W14) NPS was rated
Attribute	Week (Mon-Sun)/Year (NPS Rated)	Mon-Sun week (W1-W52) and year NPS was rated, i.e. W12 2014
Attribute	Week (Sun-Sat) (NPS Rated)	Sun-Sat week of the year (W1-W52) NPS was rated
Attribute	Week (Sun-Sat) of Qtr (NPS Rated)	Sun-Sat week of the quarter (W1-W14) NPS was rated
Attribute	Week (Sun-Sat)/Year (NPS Rated)	Sun-Sat week (W1-W52) and year NPS was rated, i.e. W12 2014
Attribute	Year (NPS Rated)	Year NPS was rated

Satisfaction Surveys

Object type	Name	Description
Attribute	Satisfaction Survey Change	Unique identifier for every time a satisfaction score is changed
Attribute	Satisfaction New Value	New value of the satisfaction score after the update
Attribute	Satisfaction Old Value	Previous value of satisfaction score before the update
Attribute	Ticket Satisfaction Comment	Comment entered with satisfaction score
Fact	Satisfaction duration	Duration of customer satisfaction change in minutes

Ticket updater

The following objects relate to ticket updaters.

Object type	Name	Description
Attribute	Updater	Ticket updater
Attribute	Updater Active	Flag to indicate whether an updater has been deleted
Attribute	Updater Role	Role of the ticket updater
Attribute	Updater Time Zone	Time zone of ticket updater
Fact	Updater created (epoch minutes)	Time the updater was created
Attribute	Date (Updater Created)	Date the ticket updater was created
Attribute	Day of Month (Updater Created)	Day of month (1-31) the updater was created
Attribute	Day of Quarter (Updater Created)	Day of quarter (1-92) the updater was created
Attribute	Day of Week (Mon-Sun) (Updater Created)	Day of week (Mon-Sun) the updater was created
Attribute	Day of Week (Sun-Sat) (Updater Created)	Day of week (Sun-Sat) the updater was created
Attribute	Day of Year (Updater Created)	Day of year (1-365) the updater was created
Attribute	Month (Updater Created)	Month (January-December) the updater was created
Attribute	Month of Quarter (Updater Created)	Month of quarter (M1, M2, M3) the updater was created
Attribute	Month/Year (Updater Created)	Month (January-December) and year the updater was created
Attribute	Quarter (Updater Created)	Quarter (Q1-Q4) the updater was created
Attribute	Quarter/Year (Updater Created)	Quarter (Q1-Q4) and year the updater was created
Attribute	Week (Mon-Sun) (Updater Created)	Mon-Sun week of the year (W1-W52) the updater was created
Attribute	Week (Mon-Sun) of Qtr (Updater Created)	Mon-Sun week of the quarter (W1-W14) the updater was created
Attribute	Week (Mon-Sun)/Year (Updater Created)	Mon-Sun week (W1-W52) and year the updater was created, i.e. W12 2014
Attribute	Week (Sun-Sat) (Updater Created)	Sun-Sat week of the year (W1-W52) the updater was created
Attribute	Week (Sun-Sat) of Qtr (Updater Created)	Sun-Sat week of the quarter (W1-W14) the updater was created
Attribute	Week (Sun-Sat)/Year (Updater Created)	Sun-Sat week (W1-W52) and year the updater was created, i.e. W12 2014
Attribute	Year (Updater Created)	Year the updater was created
Fact	Updater ID (fact)	Updater ID fact that can be used with the disconnected user filter

Backlog history

The following objects relate to backlog history.

Object type	Name	Description
Attribute	Backlog Ticket Type	Ticket type for the historical backlog dataset
Attribute	Backlog Group	Ticket group for the historical backlog dataset
Attribute	Backlog Priority	Ticket priority for the historical backlog dataset
Attribute	Backlog Brand	Ticket brand for the historical backlog dataset
Attribute	Backlog Status	Ticket status for the historical backlog dataset
Attribute	Backlog Via	Ticket channel for the historical backlog dataset
Attribute	Backlog Assignee	Ticket assignee for the historical backlog dataset
Fact	Backlog Ticket Age	Ticket age in days of tickets for the historical backlog dataset
Fact	Backlog Ticket Count	Number of tickets for the historical backlog dataset
Fact	Backlog Assignee ID (Fact)	Backlog assignee ID fact that can be used with the disconnected user filter

SLAs

The following objects relate to SLAs.

Table 2.

Object type	Name	Description
Attribute	SLA Business Hours	The SLA metric is being measured in business hours
Attribute	SLA Metric	Which SLA metric is being measured (First Reply Time, Next Reply Time, Request Wait Time, or Agent Work Time)
Attribute	SLA Metric Instance	Which instance of the metric is being measured on the ticket
Attribute	SLA Metric Status	The status of the metric (Active, Achieved, Breached (Active), or Breached (Fulfilled)
Attribute	SLA Policy	The policy the ticket is being measured against

Calls

The following objects relate to Zendesk Talk calls. Unless otherwise stated, all durations are measured in seconds.

Table 3.

Object type	Name	Description
Fact	Call Leg Wrap-Up Time	Total wrap-up time in seconds associated with the call leg. Customer legs are 0 seconds by default.
Fact	Call Wait Time	Number of seconds a customer waited to talk to an agent after being routed to their location.
Fact	IVR Time Spent	Time in seconds that was spent in IVR.
Fact	Call Consultation Time	Total consultations time in seconds for the call. The summation of values over any number of agent-to-agent consultations.
Fact	IVR Hops	The number of steps taken through the IVR menu
Fact	Call Leg Duration	The duration of the Call from beginning to end of that call leg
Fact	Call Time to Answer	Number of seconds between the customer first connecting to the system and the first conference with an agent. This does not include any repetitions, such as waiting after a transfer occurs.
Fact	Call Minutes Billed	Number of minutes that the call was billed for
Fact	Call Hold Time	Total number of seconds a call was put on hold from the customer's perspective
Fact	Call Talk Time	Time spent in conference with an agent. If the call is transferred, the time will include all agent conferences with the customer.
Fact	Call Leg Talk Time	Time spent talking, specific to Call Legs. Does not include any hold times for either Agent Call Legs or Customer Call Legs.
Fact	Call Charge	Charge associated to the call (see Talk pricing)
Fact	Call Agent ID (Fact)	The ID for the agent associated with the call leg
Attribute	Call	Call ID
Attribute	Call Agent	Agent associated with the call. If analyzing the entire call, this attribute will include all agents that had legs associated with the call.
Attribute	Call Completion Status	Completion status of the call. Shows whether the call was completed to an agent or to the voicemail versus if the call was abandoned before completion.
Attribute	Call Direction	Inbound or Outbound
Attribute	Call Exceeded Queue Wait Time	Indicates if the customer exceeded the set time limit waiting for the agent in the queue.
Attribute	Call Leg	A call leg is a logical connection between two voice gateways or between a gateway and an IP telephony device.
Attribute	Call Leg Available Via	Agent answering via Browser or Phone
Attribute	Call Leg Forwarded To	If a call leg is associated with call forwarding, the number associated the call was routed to
Attribute	Call Leg Number	The order the call leg began in reference to the overall call. Customer legs are counted first, so each call will start with a value of one. Each additional agent leg that occurs on the call increments the value by one.
Attribute	Call Leg Type	The type of call leg
Attribute	Call Leg Completion Status	Indicates whether an agent declined an incoming call, if an agent missed the prompt to accept the incoming calls, or if the agent accepted it.
Attribute	Call Leg Consultation From	Indicates the ID of the agent who initiated a consultation with another agent. The value is applied to the first agent's call leg.
Attribute	Call Leg Forwarded To	The number the call was routed to, if associated with call forwarding.
Attribute	Call Leg Transferred From	The agent ID a transfer came from
Attribute	Call Leg Transferred To	The agent ID a transfer was sent to
Attribute	Call Outside Business Hours	Indicates if call was outside of business hours (true/false). Business hours vary depending on the schedules set (see Setting your business hours and holidays).
Attribute	Call Phone Number	The Zendesk phone number associated with the call
Attribute	IVR Destination Group	Destination group for call coming out of IVR
Attribute	Records of Calls	Indicates whether records of calls exist. Acts as a placeholder to permit other call values to be related in Insights.
Attribute	Voicemail	Indicates whether the call ended in voicemail
Attribute	Voicemail Requested	Indicates if the caller requested to be put through to voicemail

Chat

The following objects relate to Zendesk Chat features.

Chat engagement time-based metrics begin measuring specifically when an agent interacts with a chat. Other Chat time-based metrics begin measuring when a visitor (or a visitor representative - such as an agent or trigger beginning a chat on behalf of a visitor) interacts with the chat.

Note: As of July 17, 2019, the method for measuring Engagement First Response Time was updated. Timing now begins when agent engagement starts. Prior to that date, timing began when the chat started. If you need help understanding the new reports, or have any questions, please contact Zendesk Customer Support.

Table 4. Chat objects

Type	Name	Description
Attribute	Chat Department	Department of the chat. If the chat was transferred across departments, this is the final department.
Attribute	Chat Id	Unique ID of the chat
Attribute	Chat Rating	Overall rating of the chat
Attribute	Chat Skills Fulfilled	Whether this chat was served by an agent with the requested skills
Attribute	Chat Skills Requested	Whether this chat requested any skills that the assigned agent should have.
Attribute	Chat Start Time	Start time of the chat
Attribute	Chat Started By	Whether the chat was started by a visitor, a trigger, or an agent
Attribute	Chat Type	Whether the chat is an offline message or a realtime chat
Attribute	Dropped	Whether the last message in the chat was from the visitor, and did not receive a reply.
Attribute	Engagement Accepted	Whether the assigned engagements are accepted by the agents
Attribute	Engagement Agent	Name of the agent for a specific engagement
Attribute	Engagement Assigned	Whether engagements are assigned to agents
Attribute	Engagement Department	Department of the Engagement.
Attribute	Engagement ID	Unique ID of the engagement
Attribute	Engagement Rating	Overall rating of the agent engagement
Attribute	Engagement Skills Fulfilled	Whether this engagement was served by an agent with the requested skills
Attribute	Engagement Skills Requested	Whether this engagement requested any skills that the assigned agent should have
Attribute	Engagement Start Time	Start time of the engagement
Attribute	Engagement Started By	Whether the engagement was started by a visitor or an agent
Attribute	Missed	Whether the chat was missed
Attribute	Proactive	Whether the chat was initiated by an agent
Attribute	Tag	Tag associated with the chat
Attribute	Tag is Skill	Whether the tag is skill or not
Attribute	Triggered	Whether the chat was initiated by a trigger
Attribute	Visitor Browser	Browser used by the visitor
Attribute	Visitor City	City of the user
Attribute	Visitor Country	Country of the visitor
Attribute	Visitor Platform	Platform (for example, IOS, Android) used by the visitor
Attribute	Visitor Region	Province or state of the visitor
Attribute	Date (Chat Started)	Date that the chat was started
Attribute	Day of Month (Chat Started)	Day of month (1-31) that the chat was started
Attribute	Day of Quarter (Chat Started)	Day of quarter (1-92) that the chat was started
Attribute	Day of Week (Mon-Sun) (Chat Started)	Day of week (Mon-Sun) that the chat was started
Attribute	Day of Week (Sun-Sat) (Chat Started)	Day of week (Sun-Sat) that the chat was started
Attribute	Day of Year (Chat Started)	Day of year (1-365) that the chat was started
Attribute	Hour (Chat Started)	Hour of the day that the chat was started
Attribute	Month (Chat Started)	Month (January-December) that the chat was started
Attribute	Month of Quarter (Chat Started)	Month of quarter (M1, M2, M3) that the chat was started
Attribute	Month/Year (Chat Started)	Month (January-December) and year that the chat was started
Attribute	Quarter (Chat Started)	Quarter (Q1-Q4) that the chat was started
Attribute	Quarter/Year (Chat Started)	Quarter (Q1-Q4) and year that the chat was started
Attribute	Week (Mon-Sun) (Chat Started)	Mon-Sun week of the year (W1-W52) that the chat was started
Attribute	Week (Mon-Sun) of Qtr (Chat Started)	Mon-Sun week of the quarter (W1-W14) that the chat was started
Attribute	Week (Mon-Sun)/Year (Chat Started)	Mon-Sun week (W1-W52) and year that the chat was started. For example, W12 2014.
Attribute	Week (Sun-Sat) (Chat Started)	Sun-Sat week of the year (W1-W52) that the chat was started
Attribute	Week (Sun-Sat) of Qtr (Chat Started)	Sun-Sat week of the quarter (W1-W14) that the chat was started
Attribute	Week (Sun-Sat)/Year (Chat Started)	Sun-Sat week (W1-W52) and year that the chat was started. For example, W12 2014.
Attribute	Year (Chat Started)	Year that the chat was started
Attribute	Date (Engagement Started)	Date that the engagement was started
Attribute	Day of Month (Engagement Started)	Day of month (1-31) that the engagement was started
Attribute	Day of Quarter (Engagement Started)	Day of quarter (1-92) that the engagement was started
Attribute	Day of Week (Mon-Sun) (Engagement Started)	Day of week (Mon-Sun) that the engagement was started
Attribute	Day of Week (Sun-Sat) (Engagement Started)	Day of week (Sun-Sat) that the engagement was started
Attribute	Day of Year (Engagement Started)	Day of year (1-365) that the engagement was started
Attribute	Hour (Engagement Started)	Hour of the day that the engagement was started
Attribute	Month (Engagement Started)	Month (January-December) that the engagement was started
Attribute	Month of Quarter (Engagement Started)	Month of quarter (M1, M2, M3) that the engagement was started
Attribute	Month/Year (Engagement Started)	Month (January-December) and year that the engagement was started
Attribute	Quarter (Engagement Started)	Quarter (Q1-Q4) that the engagement was started
Attribute	Quarter/Year (Engagement Started)	Quarter (Q1-Q4) and year that the engagement was started
Attribute	Week (Mon-Sun) (Engagement Started)	Mon-Sun week of the year (W1-W52) that the engagement was started
Attribute	Week (Mon-Sun) of Qtr (Engagement Started)	Mon-Sun week of the quarter (W1-W14) that the engagement was started
Attribute	Week (Mon-Sun)/Year (Engagement Started)	Mon-Sun week (W1-W52) and year that the engagement was started. For example, W12 2014.
Attribute	Week (Sun-Sat) (Engagement Started)	Sun-Sat week of the year (W1-W52) that the engagement was started
Attribute	Week (Sun-Sat) of Qtr (Engagement Started)	Sun-Sat week of the quarter (W1-W14) that the engagement was started
Attribute	Week (Sun-Sat)/Year (Engagement Started)	Sun-Sat week (W1-W52) and year that the engagement was started. For example, W12 2014.
Attribute	Year (Engagement Started)	Year that the engagement was started
Attribute	Date (Agent Activity)	Date that agent activity was started
Attribute	Day of Month (Agent Activity)	Day of month (1-31) that agent activity was started
Attribute	Day of Quarter (Agent Activity)	Day of quarter (1-92) that agent activity was started
Attribute	Day of Week (Mon-Sun) (Agent Activity)	Day of week (Mon-Sun) that agent activity was started
Attribute	Day of Week (Sun-Sat) (Agent Activity)	Day of week (Sun-Sat) that agent activity was started
Attribute	Day of Year (Agent Activity)	Day of year (1-365) that agent activity was started
Attribute	Hour (Agent Activity)	Hour of the day that agent activity was started
Attribute	Month (Agent Activity)	Month (January-December) that agent activity was started
Attribute	Month of Quarter (Agent Activity)	Month of quarter (M1, M2, M3) that agent activity was started
Attribute	Month/Year (Agent Activity)	Month (January-December) and year that agent activity was started
Attribute	Quarter (Agent Activity)	Quarter (Q1-Q4) that agent activity was started
Attribute	Quarter/Year (Agent Activity)	Quarter (Q1-Q4) and year that agent activity was started
Attribute	Week (Mon-Sun) (Agent Activity)	Mon-Sun week of the year (W1-W52) that agent activity was started
Attribute	Week (Mon-Sun) of Qtr (Agent Activity)	Mon-Sun week of the quarter (W1-W14) that agent activity was started
Attribute	Week (Mon-Sun)/Year (Agent Activity)	Mon-Sun week (W1-W52) and year that agent activity was started. For example, W12 2014
Attribute	Week (Sun-Sat) (Agent Activity)	Sun-Sat week of the year (W1-W52) that agent activity was started
Attribute	Week (Sun-Sat) of Qtr (Agent Activity)	Sun-Sat week of the quarter (W1-W14) that agent activity was started
Attribute	Week (Sun-Sat)/Year (Agent Activity)	Sun-Sat week (W1-W52) and year that agent activity was started. For example, W12 2014
Attribute	Year (Agent Activity)	Year that the agent activity was started
Fact	Agent Id ( Fact)	Unique ID of the agent
Fact	Chat Abandon Time	For a missed or dropped chat, the number of seconds from the visitor’s last message to the visitor leaving the chat
Fact	Chat Agent Messages	Total number of agents’ messages during chat
Fact	Chat Average Response Time	For served chats, the average time between the visitors’ messages and the subsequent agents' messages throughout the chat.
Fact	Chat Duration	Duration of the chat from the first to the last message
Fact	Chat First Response Time	Response time of an agent after a chat is assigned to an agent
Fact	Chat Total Messages	Total number of messages exchanged between the visitor and different agents (including trigger) during chat.
Fact	Chat Visitor Messages	Total number of visitor’s messages during chat
Fact	Engagement Total Messages	Total number of messages exchanged between the visitor and an agent during engagement.
Fact	Engagement Agent Messages	Total number of agent’s messages during engagement
Fact	Engagement Visitor Messages	Total number of visitor’s messages during engagement
Fact	Engagement Avg Response Time	The average time between the visitor's messages and the subsequent agents' messages in a particular engagement.
Fact	Engagement Duration	Duration of engagement since an agent joins a chat until an agent leaves the chat or the chat ends.
Fact	Engagement First Response Time	Response time of an agent after an engagement is assigned to an agent.

Skills

The following objects refer to skills-based routing events.

Skills objects

Object type	Name	Description
Attribute	Skill Name	The name of the skill, for example French.
Attribute	Skill Type	The type of skill, for example, Languages.

Guide

The following objects are related to Zendesk Guide features.

Answer Bot

Table 5. Answer Bot objects

Type	Name	Description
Attribute	Article Clicked	Indicates if a customer clicked the suggested article (true/false).
Attribute	Article Returned	Indicates that an article was included in the Answer Bot response.
Attribute	Article Solved	Indicates if an Answer Bot suggested article solved a customer's ticket (true/false).
Attribute	Automatic Answer ID	ID of the Answer Bot response. This does not represent the ticket ID and only tracks Answer Bot responses.
Attribute	Hour Article clicked	Hour an Answer Bot suggested article was initially clicked by a customer in a 24-hour format, from 0-23.
Attribute	Hour Article Solved	Hour a customer marked their support request as Solved, using Answer Bot.
Attribute	Records of Ticket Automatic Answers	The number of Answer Bot responses.
Fact	Article Clicked Time	Timestamp of when an Answer Bot suggested article was clicked.
Fact	Article Solved Time	Timestamp of when a customer marked their support request with an Answer Bot suggested article as Solved.

Article events

The following objects refer to Guide Team Publishing and Knowledge Capture events and are located in the Article Events folder in Insights.

Object type	Name	Description
Attribute	Article Event ID	A unique ID number for each article event.
Attribute	Event Type	The type of article event that took place. Examples: article_translation_published: The article was published. article_translation_submitted_for_review: The article was assigned to somebody. article_added: A new article was created. article_translation_edited: The article was edited.
Attribute	Event User ID	The user ID of the person who was responsible for the article event.
Attribute	Hour (Article Event)	The hour that the article event took place in a 24-hour format, from 0 to 23.
Attribute	Minute (Article Event)	The time that the article event took place in epoch minutes (the number of minutes since 01/01/1970) .
Fact	Event User ID (Fact)	The user ID of the person who created the article event, for example by editing, or publishing an article.

Articles

The following objects refer to Guide Team Publishing are located in the Articles folder in Insights.

Object type	Name	Description
Attribute	Aggregate ID	The ID and locale of the knowledge base article.
Attribute	Article archived?	Indicates whether or not the article is archived.
Attribute	Article brand	Displays the brand of the article.
Attribute	Article ID	The ID of the knowledge base article.
Attribute	Article is default translation?	Indicates whether the article is in your default language.
Attribute	Article locale	Displays the locale of the article.
Attribute	Article Title	The title of the knowledge base article.
Attribute	Article Verified	Indicates if the article is verified or unverified. For details, see Setting reminders to review and verify articles.
Attribute	Article View Permission ID	Displays the ID of the user segment that can view this article. This corresponds to the value you configure in the Visible to drop-down list of an article's properties.