This article 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.
Generative AI agent tools dataset
This section contains the following topics:
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. |