Overview of the Intelligent triage dashboard

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The Intelligent triage dashboard provides valuable insights into your tickets, which you can use to improve your workflow and determine how effective your support is. For example, you can see why your users are reaching out (with intents) and how they feel (with sentiment).

The Intelligent triage dataset reflects the prediction values (intent, language, and sentiment) intelligent triage anticipated. If an agent or business rule changes the values of the intelligent triage ticket fields, the updated value will not be reflected in this dataset. To see those ticket fields' current or updated values, create custom reports with the Support - Tickets, Support - Updates history, or Chat - Messaging tickets datasets.

Explore features a prebuilt dashboard that displays your intelligent triage data. You can edit and customize prebuilt dashboards by cloning them (see Cloning dashboards).

Note: To view the intelligent triage dashboard, you must enable intelligent triage on your account. For more information, see Automatically detecting customer intent, language, and sentiment.

This article contains the following topics:

• Opening the dashboard
• Understanding the dashboard reports

Opening the dashboard

Use this procedure to open the intelligent triage dashboard.

To access the intelligent triage dashboard

1. In any product, click the Zendesk Products icon () in the top bar, then select Analytics.
2. From the list of dashboards, click the Zendesk AI: Intelligent triage dashboard.

   All reports in this dashboard use the Zendesk AI > Intelligent triage dataset.

Understanding the dashboard reports

The intelligent triage dashboard is split into four tabs:

• The Overview tab shows information about tickets enriched with intent, language, and sentiment.
• The Intent tab shows information about tickets enriched with intent.
• The Language tab shows information about tickets enriched with language.
• The Sentiment tab shows information about tickets enriched with sentiment.

To learn about the available reports on each tab, see Analyzing your intelligent triage activity.