You must have the Advanced AI add-on to use the datasets described in this
article.
Note: To use these metrics and attributes in custom reporting,
you need a Zendesk Explore Professional or Enterprise plan. Accounts on the Explore Lite plan have access to a subset of these
metrics and attributes only through prebuilt dashboards.
This article contains information about the following datasets:
Generative AI agent tools dataset
This section lists the metrics and attributes you can use to create Explore reports based on agents’ usage of the following generative AI features: summarize, expand, and make more friendly and make more formal. This dataset is also used to create the reports included in the Generative AI Agent Tools prebuilt dashboard.
This section contains the following topics:
Note: This dataset retains data only from the previous 1200
days.
Generative AI agent tools metrics
This section lists and defines the metrics available in the Generative AI agent tools dataset.
| Metric | Definition | Explore formula |
| Tickets | The total number of tickets. | [Ticket ID] |
| Tickets - No AI | The number of tickets that did not use any AI tools. | IF ([ai_tool_usage_use_case] = NULL) THEN [Ticket ID] ENDIF |
| Tickets - AI used | The number of tickets where an agent used AI tools. | IF ([ai_tool_usage_use_case] != NULL) THEN [Ticket ID] ENDIF |
| First assignment to resolution time (min) | The duration in minutes between the first agent assignment and the ticket resolution. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_minutes") |
| Full resolution time (min) | The duration in minutes between ticket creation and its latest resolution. | |
| First reply time (min) | The duration in minutes between ticket creation and the first public agent reply on the ticket. | |
| Requester wait time (min) | The total combined time in minutes the ticket was in the New, Open, and On-hold statuses. It measures how long a requester was waiting for the agent to reply. | |
| First assignment to resolution time (hrs) | The time in hours between the first agent assignment and the ticket resolution. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_hours") |
| Full resolution time (hrs) | The duration in hours between ticket creation and its latest resolution. | VALUE(Full resolution time (min))/60 |
| First reply time (hrs) | The duration in hours between ticket creation and the first public agent reply on the ticket. | VALUE(First reply time (min))/60 |
| Requester wait time (hrs) | The total combined time in hours the ticket was in the New, Open, and On-hold statuses. It measures how long a requester was waiting for the agent to reply. | VALUE(Requester wait time (min))/60 |
| Full resolution time (days) | The duration in days between ticket creation and its latest resolution. | VALUE(Full resolution time (min))/60/24 |
| First assignment to resolution time (days) | The time in days between the first agent assignment and resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_days") |
| Requester wait time (days) | The total combined time in days the ticket was in the New, Open, and On-hold statuses. It measures how long a requester was waiting for the agent to reply. | VALUE(Requester wait time (min))/60/24 |
| First reply time (days) | The duration in days between ticket creation and the first public agent reply on the ticket. | VALUE(First reply time (min))/60/24 |
| Full resolution time - No AI Usage Tickets (days) | The duration in days between ticket creation and its latest resolution for tickets that did not use AI tools. | IF ([ai_tool_usage_use_case] = NULL) THEN VALUE(Full resolution time (min))/60/24 ENDIF |
| Full resolution time - AI Usage Tickets (days) | The duration in days between ticket creation and its latest resolution for tickets that used AI tools. | IF ([ai_tool_usage_use_case] != NULL) THEN VALUE(Full resolution time (min))/60/24 ENDIF |
| First reply time - Business hours (min) | The duration in minutes between ticket creation and the first public agent reply on the ticket within business hours. | |
| Full resolution time - Business hours (min) | The duration in minutes between ticket creation and its latest resolution within business hours. | |
| Requester wait time - Business hours (min) | The total combined time in minutes the ticket was in the New, Open, and On-hold statuses within business hours. It measures how long a requester was waiting for the agent to reply within business hours. | |
| First reply time - Business hours (hrs) | The duration in hours between ticket creation and the first public agent reply on the ticket within business hours. | VALUE(First reply time - Business hours (min))/60 |
| Full resolution time - Business hours (hrs) | The duration in hours between ticket creation and its latest resolution within business hours. | VALUE(Full resolution time - Business hours (min))/60 |
| Requester wait time - Business hours (hrs) | The total combined time in hours the ticket was in the New, Open, and On-hold statuses within business hours. | VALUE(Requester wait time - Business hours (min))/60 |
| Public comments | The number of public comments posted on the ticket. | IF ([ticket_updates_comment_present] = TRUE AND [ticket_updates_public_comment] = TRUE) THEN [ticket_updates_id] ENDIF |
| Agent comments | The number of comments posted on the ticket by agents. | IF ([ticket_updates_comment_present] = TRUE AND [updaters_role] != "End-user") THEN [ticket_updates_id] ENDIF |
| Good satisfaction tickets | The number of tickets that were rated as Good by the requester (end user). | IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID] ENDIF |
| Rated satisfaction tickets | The number of tickets that were rated as Bad or Good by the requester (end user). | IF ([Ticket satisfaction rating]="Good" OR [Ticket satisfaction rating]="Bad") THEN [Ticket ID] ENDIF |
| % Satisfaction score | The percentage of the tickets that were rated as Good by the requester (end user) from the total amount of satisfaction-rated tickets. | COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets) |
| Summarize ticket | The number of times a ticket summary is generated by an agent. | IF ([ai_tool_usage_use_case] = 4) THEN [ai_tool_usage_object_id] ENDIF |
| Expand text | The number of times the expand feature is applied to a comment in the composer by an agent. | IF ([ai_tool_usage_use_case] = 3) THEN [ai_tool_usage_object_id] ENDIF |
| Tone shift - Any | The number of times the tone shift features (make more friendly or make more formal) are applied to a comment in the composer by an agent. | IF ([ai_tool_usage_use_case] = 2 OR [ai_tool_usage_use_case] = 1 ) THEN [ai_tool_usage_object_id] ENDIF |
| Tone shift - Formal | The number of times the tone shift feature (make more formal) is applied to a comment in the composer by an agent. | IF ([ai_tool_usage_use_case] = 1) THEN [ai_tool_usage_object_id] ENDIF |
| Tone shift - Friendly | The number of times the tone shift feature (make more friendly) is applied to a comment in the composer by an agent. | IF ([ai_tool_usage_use_case] = 2) THEN [ai_tool_usage_object_id] ENDIF |
| AI tool usage event id | The AI tool usage event ID. Used to count the number of times an agent AI tool was used. | [ai_tool_usage_object_id] |
Generative AI agent tools attributes
This section lists and defines the attributes available in the Generative AI agent tools dataset.
| Attribute | Definition |
| AI usage type | The AI tool usage type. Possible values include No AI Usage, Make more formal, Make more friendly, Expand, and Summarize. |
| AI usage - Ticket ID |
The ticket ID associated with the AI tool usage. Note: If an agent uses any AI tools on a new ticket before submitting their first comment, no associated ticket ID is recorded because no ticket ID exists until the agent clicks Submit. However, the AI tool usage is still counted as part of the AI usage type metric. |
| Agent name | The name of the agent who used the AI tool. |
| Ticket ID | The ID of the ticket. |
| Ticket status | The status of the ticket. Possible values include New, Open, Pending, On-hold, Solved, and Closed. |
| Ticket group | The group to which the ticket belongs. |
| Ticket subject | The subject line (title) of a ticket. |
| Ticket satisfaction rating | The satisfaction rating left by the customer on the ticket. Possible values include Good, Bad, Offered, and Unoffered. |
| Ticket brand | The brand to which the ticket belongs. |
| Time - Ticket first assigned | Includes a number of attributes that return the time when a ticket was first assigned to an agent in the ticket history in various time measurements. |
| Time - Ticket solved | Includes a number of attributes that return the time the ticket was last solved in various time measurements. |
| Time - Ticket created | Includes a number of attributes that return the time when the ticket was created in various time measurements. |
| Time - AI tool used | Includes a number of attributes that return the time when the AI tool was used in various time measurements. |
Intelligent triage dataset
The intelligent triage dataset contains metrics and attributes that relate to tickets enriched with intent, language, and sentiment. This section lists all the available elements for the dataset.
This section contains the following topics:
Intelligent triage metrics
This section lists and defines all metrics available in the intelligent triage dataset.
| Metric | Definition | Explore formula |
|---|---|---|
| Tickets | The total number of tickets | (Ticket ID) |
| Solved tickets | The number of solved or closed tickets. | IF ([tickets_status] = "Solved" OR [tickets_status] = "Closed") THEN [Ticket ID] ENDIF |
| One-touch tickets | The number of tickets that were solved after one agent reply. | IF (VALUE(Agent replies) <2 AND ([tickets_status] = "Solved" OR [tickets_status] ="Closed")) THEN [Ticket ID] ENDIF |
| Two-touch tickets | The number of tickets that were solved after two agent replies. | IF (VALUE(Agent replies) =2 AND ([tickets_status] = "Solved" OR [tickets_status] ="Closed")) THEN [Ticket ID] ENDIF |
| Multi-touch tickets | The number of tickets that were solved after more than two agent replies. | IF (VALUE(Agent replies) >2 AND ([tickets_status] = "Solved" OR [tickets_status] ="Closed")) THEN [Ticket ID] ENDIF |
| % One-touch tickets | The percentage of tickets that were solved after one agent reply. | COUNT(One-touch tickets)/COUNT(Solved tickets) |
| % Two-touch tickets | The percentage of tickets that were solved after two agent replies. | COUNT(Two-touch tickets)/COUNT(Solved tickets) |
| % Multi-touch tickets | The percentage of tickets that were solved after more than two agent replies. | COUNT(Multi-touch tickets)/COUNT(Solved tickets) |
| Agent replies | The number of public replies added to a ticket by an agent. | (Agent replies) |
| Good satisfaction tickets | The number of tickets with a good satisfaction rating. | IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID] ENDIF |
| Rated satisfaction tickets | Tickets that were rated either bad or good by the requester. | IF ([Ticket satisfaction rating]="Good" OR [Ticket satisfaction rating]="Bad") THEN [Ticket ID] ENDIF |
| % Satisfaction score | The percentage of satisfaction surveys rated good. | COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets) |
| Group stations | The number of groups a ticket has been assigned to. | (Group stations) |
| Assignee stations | The number of agents a ticket has been assigned to. | (Assignee stations) |
| Sentiment rating | Sentiment ratings for all sentiment-enriched tickets. | (Sentiment rating) |
| First reply time (sec) | The duration in seconds between ticket creation and the first public agent reply on the ticket. | (First reply time (sec)) |
| First reply time (min) | The duration in minutes between ticket creation and the first public agent reply on the ticket. | (First reply time (min)) |
| Full resolution time (min) | The duration in minutes from when the ticket was created to its latest resolution. | (Full resolution time (min)) |
| Requester wait time (min) | The number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation. | (Requester wait time (min)) |
| First assignment to resolution time (min) | The duration in minutes between the first agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_minutes") |
| First reply time (hrs) | The duration in hours between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60 |
| Full resolution time (hrs) | The duration in hours from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60 |
| First assignment time (hrs) | The time in hours between when a ticket was created and the first time it was assigned to an agent. | DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_hours") |
| Requester wait time (hrs) | The number of hours a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation. | VALUE(Requester wait time (min))/60 |
| First assignment to resolution time (hrs) | The duration in hours between the first agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_hours") |
| Full resolution time (days) | The duration in days from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60/24 |
| First reply time (days) | The duration in days between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60/24 |
| First assignment time (days) | The time in days between when a ticket was created and the first time it was assigned to an agent. | DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_days") |
| Requester wait time (days) | The number of days a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. | VALUE(Requester wait time (min))/60/24 |
| First assignment to resolution time (days) | The duration in days between the first agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_days") |
| First reply time - Business hours (min) | The duration in minutes between when the ticket was created and the first public agent reply on the ticket within business hours. | (First reply time - Business hours (min)) |
| Full resolution time - Business hours (min) | The duration in minutes between when the ticket was created and its latest resolution within business hours. | (Full resolution time - Business hours (min)) |
| Requester wait time - Business hours (min) | The number of minutes a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation. | (Requester wait time - Business hours (min)) |
| First reply time - Business hours (hrs) | The duration in hours between when the ticket was created and the first public agent reply on the ticket within business hours. | VALUE(First reply time - Business hours (min))/60 |
| Full resolution time - Business hours (hrs) | The duration in hours between when the ticket was created and its latest resolution within business hours. | VALUE(Full resolution time - Business hours (min))/60 |
| Requester wait time - Business hours (hrs) | The number of hours a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for further explanation. | VALUE(Requester wait time - Business hours (min))/60 |
Intelligent triage attributes
This section lists and defines all attributes available in the intelligent triage dataset.
| Attribute | Definition |
|---|---|
| Ticket enriched | If the ticket is enriched with sentiment, language, or intent, returns True; otherwise, returns False. |
| Intent category | The category of the intent. |
| Intent subcategory | The subcategory of the intent. |
| Intent | The name of the intent. |
| Intent confidence | The confidence level of the intent prediction, Low, Medium, or High. |
| Intent prediction added | Indicates if a prediction was added for the intent, True or False. |
| Language | The language that intelligent triage detected for the ticket. |
| Language confidence | The confidence level of the language prediction, Low, Medium, or High. |
| Language prediction added | Indicates if a prediction was added for the language, True or False. |
| Sentiment | The detected sentiment level, Negative, Neutral, or Positive. |
| Sentiment confidence | The confidence level of the sentiment prediction, Low, Medium, or High. |
| Sentiment rating | The ticket's sentiment rating. One of:
|
| Sentiment prediction added | Indicates if a prediction was added for the sentiment, True or False. |
| Ticket ID | The ID number of the ticket. |
| Ticket status | The status of the ticket. |
| Ticket group | Name of the group where the ticket is assigned. |
| Ticket channel | The channel a ticket was created from.For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore. |
| Ticket form | The current ticket form used on the ticket. |
| Ticket priority | The ticket's priority. |
| Ticket subject | The subject of the ticket. |
| Ticket tags | The tags associated with the ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters. |
| Ticket type | The ticket type: Question, Incident, Problem, or Task. |
| Ticket brand | The brand of the ticket. |
| Assignee name | The name of the assignee. Values for this attribute (and for the other Assignee attributes below) include users who currently have an agent or admin role, as well as users who previously had an agent or admin role and were assigned to a ticket at least once. |
| Submitter role | The role of the submitter, either admin, agent, or end user. |
| Ticket satisfaction rating | The satisfaction rating left by the customer on the ticket. Values: Good, Bad, Offered, Unoffered. |
| Assignee stations | The number of agents to whom the ticket was assigned. |
| Time - Ticket created | Includes a number of attributes that return the time and date when the ticket was created in various time measurements. |
| Time - Ticket solved | Includes a number of attributes that return the time and date when the ticket was most recently solved in various time measurements. |
| Time - Ticket first assigned | The time when the ticket was first assigned to an agent. |