The Explore intelligent triage dashboard provides valuable insights into your tickets, which can be used 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 Explore 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 Zendesk intelligent triage data. You can edit and customize prebuilt dashboards by cloning them (see Cloning dashboards).
This article contains the following topics:
Opening the dashboard
Use this procedure to open the intelligent triage dashboard.
- In Zendesk Support, open the product tray.
- Click the Explore icon (
). - 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.
See Automatically detecting customer intent, language, and sentiment for more information.
To learn about the available reports on each tab, see Analyzing your intelligent triage activity.