Zendesk Explore is the latest generation of reporting for Zendesk products. Depending on when you purchased Support Professional or Enterprise, you might not have access to Insights (see Understanding your reporting options). For help with Explore, see Zendesk Explore resources.
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
- Organizations
- Users
- Disconnected dimensions
- Surveys
- Ticket updater
- Backlog history
- SLAs
- Calls
- Chat
- Skills
- Guide
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.
| 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:
|
| 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:
|
| Attribute | User Locale | Labels:
|
| 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.
| 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.
| 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.
| 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
| 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:
|
| 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. |
5 Comments
Hello there folks,
Hope to get some little hand. Well, I've been trying to figure out SLA Metric Status, however I am struggling to comprehend its status...
So I would appreciate if anyone could tell me if I am on the right way and correct me if not...
- Achieved: SLA target answered before it breaches.
- Breached (Active): SLA target already breached and Ticket Status < Solved
- Breached (Fulfilled): SLA target already breached and Ticket Status >= Solved
- Active: Couldn't figure it out! :/
Cheers!
Good day!
I'm looking a way to get the occupancy rate via zendesk using the objects in this post.
Occupancy rate- is the % from the valid activities over the required work duration.
Ex: (Total Talk time + Total wrap up + Total on hold + time used for another task/s aside from call) / (Total Talk time + Total wrap up + Total on hold + time used for another task/s aside from call + total avail)
i used:
-Call Hold Time
-Call Leg Duration
-Call Leg Wrap up time
-Call Leg talk time
The result are confusing and totally not making sense to me. Probably because i don't know exactly what those objects that are needed to get the correct output.
Anyone here willing to help please? Thank you very much in advance.
Hello, Ronnel!
Great question on these Insights objects!
Sadly, Zendesk does not track agent schedules or availability time, and all of the Talk information comes from call data.
We can calculate Total Talk time + Total wrap up + Total on hold etc, but there would not be any way for Insights to calculate data that is specific to the agent's availability or time spent outside of the call.
You may find interest in this third party app called Tymeshift which does account for agent schedules and availability.
Additionally, I feel like this would be good to point out to our developers in our Product Feedback forums as a feature that you would like to see in the future!
Hi, just to confirm: there is no attribute of fact regarding Chat that tells me the URL associated to a chat ID, right?
The only way we have to identify this source right now is with triggers that read the URL in the internal notes.
Also, when a chat ticket has an empty URL value (and it's not sent via SDK), what does that mean, exactly?
Hi Pedro,
You are correct and there's no attribute that will show the Chat URL within Insights. As you mentioned the triggers are your best option here.
As for the empty URL value, do you know if you previously switched to the Chat pop-out option for mobile browsers within your Chat dashboard?
You can find this option under Settings>Widget>Appearance.
Let me know!
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