Analyzing your intelligent triage activity

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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.

Important: Zendesk began collecting intelligent triage data in this dataset on August 3, 2024. If you enabled intelligent triage before then and need historical data, you can build custom reports using the Support - Tickets, Support - Updates history, or Chat - Messaging tickets datasets.

You can edit and customize the intelligent triage dashboard by cloning it (see Cloning dashboards).

Tip: If you need something more complex, you can write your own reports using a wide range of metrics and attributes. See Getting started creating queries.

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
• Understanding the intelligent triage dashboard reports

Accessing the intelligent triage dashboard

Use the following procedure to access the intelligent triage dashboard.

To access the intelligent triage dashboard

1. 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.

Understanding the intelligent triage dashboard reports

Note: On this dashboard, metrics such as Unreplied tickets, % One-touch, Two-touch solves, Comments (all user types), and Agent updates consider only email replies on the ticket. If you want to create further messaging-focused reports, you can create your own custom reports using the intelligent triage metrics and attributes in the Messaging tickets dataset.

This dashboard contains the following tabs. Click a section to find out more information:

• Overview tab
• Intent tab
• Language tab
• Sentiment tab

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.