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Metrics and attributes for Zendesk AI



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Erin O'Callaghan

Zendesk Documentation Team

Edited Sep 26, 2024


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It appears that [Ticket tags] is not supported in the AI dataset.

This is needed to create metrics or attributes like this:

IF (NOT INCLUDES_ANY([Ticket tags], "closed_by_merge")) THEN [Ticket ID] ENDIF

For example, I want to create a report that shows how many tickets used AI and how many did not, similar to the pie chart in the default dashboard. However, it is necessary to exclude merged tickets from the non-AI tickets to avoid skewing the results.

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What about measuring usage of AI Features in articles by our agents for the Guide part in Articles (Like Expand, Simplify, Make more Formal / Friendly)? Which ai_tool_usage_object_id is supposed to be used to calculate this?

 

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Do you have any information on when the Generative AI agent tools dataset will be expanded? For example we really need to be able to filter for ticket channel since the majority of our tickets are call tickets where these tools cannot be used. Since call tickets are resolved much faster than email and web tickets, it currently looks like not using Generative AI tools leads to much faster ticket resolution. The only way to get valid information would be to exclude call tickets from the analysis.

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