Zendesk Explore features a prebuilt dashboard to help you monitor your intelligent triage activity. The intelligent triage dashboard can help you identify enriched tickets, customer intents, customer sentiment, and more.
You can edit and customize the intelligent triage dashboard by cloning it (see Cloning dashboards).
The information in Explore dashboards is updated on a schedule. The schedule depends on which Explore plan you're using. See Data refresh intervals for Explore plans.
In the following topics, you'll learn how to access the intelligent triage dashboard and see the available reports:
Accessing the intelligent triage dashboard
Use the following procedure to access the intelligent triage dashboard.
To access 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.
Understanding the intelligent triage dashboard reports
This dashboard contains the following tabs. Click a section to find out more information:
Overview tab
The overview tab contains the folllowing reports:
Overview tab headline metrics
The Overview tab shows information about tickets enriched with intent, language, and sentiment. You can filter the reports by time, group, brand, channel, and form.
This tab displays the following headline metrics (KPIs):
- Total enriched tickets: The total number of tickets enriched with intent, language, or sentiment.
- All tickets created: A count of all created tickets.
- First reply enriched tickets: The median first reply time for all enriched tickets.
- First reply all tickets: The median first reply time of all created tickets.
- First assignment enriched tickets: The median first assignment time for all enriched tickets.
- First assignment all tickets: The median first assignment time for all created tickets.
- Full resolution enriched tickets: The median full resolution time for all enriched tickets.
- Full resolution all tickets: The full resolution time of all created tickets.
Overview tab reports
This tab displays the following reports:
-
Top 5 intents: Displays the top five intents and the number of
tickets enriched with each intent.
-
Top 5 languages: Displays the top five languages and the number
of tickets enriched with each language.
-
Average ticket sentiment: Displays the average sentiment rating
for all sentiment-enriched tickets.
-
Intent enriched tickets: Displays the percentage of
intent-enriched tickets.
-
Language enriched tickets: Displays the percentage of
language-enriched tickets.
-
Sentiment enriched tickets: Displays the percentage of
sentiment-enriched tickets.
-
Tickets enriched vs not enriched by channel: Displays the number
of enriched and not enriched tickets for each channel. By default,
channels that don't support intelligent triage such as Talk, Chat, and
side conversations aren't displayed. If you want to display these,
select them from the Channel filter at the top of the dashboard
tab.
-
Tickets enriched vs not enriched by submitter role: Displays the
number of enriched and not enriched tickets for each submitter
role.
Intent tab
The intent tab contains the folllowing reports:
Intent tab headline metrics
The Intent tab shows information about tickets enriched with intent. You can filter the reports by time, group, brand, channel, form, and status. Additional filters include intent category, subcategory, and confidence.
This tab displays the following headline metrics (KPIs):
- Intent enriched tickets: The total number of tickets enriched with intent.
- All tickets created: A count of all created tickets.
- First reply intent enriched tickets: The median first reply time for all intent-enriched tickets.
- First reply all tickets: The median first reply time of all created tickets.
- First assignment - tickets w/intent: The median first assignment time for intent-enriched tickets.
- First assignment all tickets: The median first assignment time for all created tickets.
- Full resolution time - tickets w/intent: The median full resolution time for all intent-enriched tickets.
- Full resolution all tickets: The full resolution time of all created tickets.
Intent tab reports
This tab displays the following reports:
-
Ticket volume distribution by intent category: Displays the
number of tickets for each intent.
-
Intent trends - Top 15 intents: Displays a line graph showing
your top 15 intents over time.
-
Intent breakdown across key metrics: Displays detailed
information about your tickets with intents, including satisfaction
score, sentiment rating, first reply time, and more. You can click most
values, then select Drill in to see a breakdown of that result for
individual tickets.
-
Agent replies across top 10 intents: Displays the number of
one-touch, two-touch, and multi-touch tickets for each intent.
-
Tickets enriched with intent vs. not enriched with intent by
channel: Displays tickets enriched with intent for each channel.
By default, channels that don't support intelligent triage such as
Talk, Chat, and side conversations aren't displayed. If you want to
display these, select them from the Channel filter at the top of the
dashboard tab.
-
Tickets enriched with intent vs. not enriched with intent by
submitter role: Displays tickets enriched with intent for each
submitter role, such as end users, agents, and admins.
Language tab
The Language tab shows information about tickets enriched with language. You can filter the reports by time, group, brand, channel, form, and status. Additional filters include language and language confidence.
The language tab contains the folllowing reports:
Language tab headline metrics
This tab displays the following headline metrics (KPIs):
- Language enriched tickets: The total number of tickets enriched with language.
- All tickets created: A count of all created tickets.
- First reply - tickets w/language: The median first reply time for all language-enriched tickets.
- First reply all tickets: The median first reply time of all created tickets.
- First assignment - tickets w/language: The median first assignment time for language-enriched tickets.
- First assignment all tickets: The median first assignment time for all created tickets.
- Full resolution - tickets w/language: The median full resolution time for all language-enriched tickets.
- Full resolution all tickets: The median full resolution time of all created tickets.
Language tab reports
This tab displays the following reports:
-
Language volume distribution - Top 10: The number of
language-enriched tickets for each language.
-
Total enriched tickets: The percentage of language-enriched
tickets.
-
Language trends: The number of language-enriched tickets for each
language over time.
-
Language breakdown across key metrics: Displays detailed
information about tickets enriched with language, including satisfaction
score, first reply time, full ticket resolution time, and more. You can
click most values, then select Drill in to see a breakdown of that
result for individual tickets.
-
Tickets enriched with language vs. not enriched with language by
channel: Displays language enriched against non-language
enriched tickets for each channel. By default, channels that do not
support intelligent triage such as Talk, Chat, and side conversations
are not displayed. If you want to display these, select them from the
Channel filter at the top of the dashboard tab.
-
Tickets enriched with language vs. not by submitter role:
Displays language-enriched against non-language enriched tickets for
each submitter role, for example, end user, agent, and admin.
Sentiment tab
The sentiment tab contains the folllowing reports:
Sentiment tab headline metrics
The Sentiment tab shows information about tickets enriched with sentiment. You can filter the reports by time, group, brand, channel, form, and status. Additional filters include sentiment confidence.
This tab displays the following headline metrics (KPIs):
- Sentiment enriched tickets: The total number of tickets enriched with sentiment.
- All tickets created: A count of all created tickets.
- First reply - tickets w/sentiment: The median first reply time for all sentiment-enriched tickets.
- First reply all tickets: The median first reply time of all created tickets.
- First assignment - tickets w/sentiment: The median first assignment time for sentiment-enriched tickets.
- First assignment all tickets: The median first assignment time for all created tickets.
- Full resolution - tickets w/sentiment: The median full resolution time for all sentiment-enriched tickets.
- Full resolution of all tickets: The full resolution time of all created tickets.
Sentiment tab reports
The Sentiment tab shows information about tickets enriched with sentiment.
This tab displays the following reports:
-
Customer sentiment over time: Displays the average customer
sentiment from one (very negative) to five (very positive) over
time.
-
Average ticket sentiment: Displays the average ticket sentiment
across all sentiment-enriched tickets.
-
Sentiment breakdown across key metrics: Displays detailed
information about tickets enriched with sentiment, including
satisfaction score, percentage of one-touch tickets, full ticket
resolution time, and more. You can click most values, then select Drill
in to see a breakdown of that result for individual tickets.
-
Intelligent triage - Ticket enrichments for sentiment by channel:
Displays the number of tickets from each of your channels that are
enriched with sentiment. By default, channels that do not support
intelligent triage such as Talk, Chat, and side conversations are not
displayed. If you want to display these, select them from the Channel
filter at the top of the dashboard tab.
-
Intelligent triage - Enriched tickets with sentiment by submitter role:
This displays a count of sentiment-enriched tickets for each submitter
role, such as end users, agents, and admins.
