| Announced on | Rollout starts | Rollout ends |
| September 26, 2024 | September 26, 2024 | October 3, 2024 |
The intelligent triage Explore dataset and prebuilt dashboard are now available for Advanced AI subscribers who have enabled intelligent triage.
This announcement includes the following topics:
What's changing?
An intelligent triage-focused dataset and dashboard have been added to allow intelligent triage adopters to identify opportunities for workflow improvement based on the Zendesk AI-powered intelligent triage enrichments. These improvements could include routing or business rule changes, automation, and autoreplies, as well as surface ticket topics with a high number of agent replies or long resolution times.
Why is Zendesk making this change?
By implementing an intelligent triage dataset, we offer an optimized Explore experience to interact with the metrics and attributes specific to intelligent triage while providing a variety of widely adopted metrics to help you identify room for improvement as well as measure the changes you have made in response to these intelligent triage insights.
What do I need to do?
Advanced AI subscribers will need to enable intelligent triage for at least one of the prediction types, intent, language, or sentiment. Once enabled, newly created tickets that match the criteria in your settings will have predictions added. On your next Explore sync, that data will start appearing in custom reporting and the prebuilt dashboard.
Customers who have already enabled intelligent triage will see the intelligent triage prediction data dated back to August 3, 2024. For tickets created before this date, you can use the ticket and messaging datasets to build custom reports.
For more information about the intelligent triage dashboard and dataset, please review:
- Overview of the Intelligent triage dashboard
- Analyzing your intelligent triage activity
- Metrics and attributes for Zendesk AI
If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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