Analyzing your intelligent triage activity

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<p id="docs-hc-snippet" style="display: none;">Zendesk Explore features a prebuilt dashboard to help you monitor your intelligent triage activity. The intelligent triage dashboard can help you identify tickets classified by topic, sentiment, and language, as well as any entities you've defined.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Use the intelligent triage dashboard in Explore to track tickets by topic, entity, sentiment, and language, and compare enrichment with reply, assignment, and resolution times. You can review top trends, drill into ticket details, clone the dashboard, or build custom reports for deeper analysis. Historical data starts August 3, 2024.</p>
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<div class="note attention">
<span class="attentiontitle"></span> Intelligent triage classifications are available on Suite and Support Professional plans and above. Using them in workflows requires the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>.</div>
<p class="p">Zendesk Explore features a prebuilt dashboard to help you monitor your intelligent triage
activity. The intelligent triage dashboard can help you identify tickets classified by
topic, sentiment, and language, as well as any entities you've defined.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> 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.</div>
</div>
<p class="p">You can edit and customize the intelligent triage dashboard by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">cloning</a> it. If you need something more complex, you can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">write your own reports</a> using a wide range of
metrics and attributes. </p>
<p class="p" dir="ltr">The information in Explore dashboards is updated <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">on a schedule</a>. The schedule depends on which Explore plan
you're using.</p>
<p class="p" dir="ltr">In the following topics, you'll learn how to access the intelligent triage
dashboard and see the available reports:</p>
<ul class="ul" id="Explore_analyzing_intelligent_triage__ul_kt4_qfs_rcc">
<li class="li"><a class="xref" href="#topic_ct1_rfs_rcc">Accessing the intelligent triage dashboard</a></li>
<li class="li"><a class="xref" href="#topic_csh_rfs_rcc">Understanding the intelligent triage dashboard reports</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="Explore_analyzing_intelligent_triage__ul_related_it_analyzing">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7934127855002" target="_blank">Overview of the Intelligent triage
dashboard</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ct1_rfs_rcc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the intelligent triage dashboard</h2>
<div class="body">
<p class="p" dir="ltr">Use the following procedure to access the intelligent triage dashboard.</p>
<p class="p" dir="ltr"><strong class="ph b">To access the intelligent triage dashboard</strong></p>
<ol class="ol" id="topic_ct1_rfs_rcc__ol_prd_vfs_rcc">
<li class="li">In Analytics, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_ct1_rfs_rcc__image_nw2_ysn_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li" dir="ltr">From the list of dashboards, click the <strong class="ph b">Zendesk Copilot: Intelligent
triage</strong> dashboard.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_csh_rfs_rcc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the intelligent triage dashboard reports</h2>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839341082" target="_blank">create your own custom reports</a> using the intelligent
triage metrics and attributes in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6961660060186" target="_blank">intelligent triage dataset</a>.</p>
<p class="p" dir="ltr">This dashboard contains the following tabs. Click a section to find out
more information:</p>
<ul class="ul" id="topic_csh_rfs_rcc__ul_jzq_1ms_rcc">
<li class="li"><a class="xref" href="#topic_wqk_bms_rcc">Overview tab</a></li>
<li class="li"><a class="xref" href="#topic_mvx_bms_rcc">Topic tab</a></li>
<li class="li"><a class="xref" href="#topic_lf5_qt1_bhc">Entity tab</a></li>
<li class="li"><a class="xref" href="#topic_omy_bms_rcc">Sentiment tab</a></li>
<li class="li"><a class="xref" href="#topic_xdy_bms_rcc">Language tab</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_wqk_bms_rcc">
<h3 class="title topictitle3" id="ariaid-title4">Overview tab</h3>
<div class="body">
<p class="p">The overview tab contains the following reports:</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_vyc_1qs_rcc">
<h4 class="title topictitle4" id="ariaid-title5">Overview tab headline metrics</h4>
<div class="body">
<p class="p" dir="ltr">The Overview tab shows information about tickets enriched with
topic, entity, language, and sentiment. You can filter the reports by time,
group, brand, channel, and form.</p>
<p class="p" dir="ltr">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_vyc_1qs_rcc__ul_dz1_wys_rcc">
<li class="li" dir="ltr">
<strong class="ph b">Total enriched tickets</strong>: The total number of tickets
enriched with topic, language, or sentiment.</li>
<li class="li" dir="ltr">
<strong class="ph b">All tickets created:</strong> A count of all created
tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply enriched tickets:</strong> The median first reply
time for all enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply all tickets:</strong> The median first reply time of
all created tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First assignment enriched tickets:</strong> The median first
assignment time for all enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First assignment all tickets:</strong> The median first
assignment time for all created tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Full resolution enriched tickets:</strong> The median full
resolution time for all enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Full resolution all tickets:</strong> The full resolution time
of all created tickets.</li>
</ul>
<p class="p"><img class="image" id="topic_vyc_1qs_rcc__image_z5g_yys_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_1.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_osm_gqs_rcc">
<h4 class="title topictitle4" id="ariaid-title6">Overview tab reports</h4>
<div class="body">
<p class="p" dir="ltr">This tab displays the following reports:</p>
<ul class="ul" id="topic_osm_gqs_rcc__ul_byw_5zs_rcc">
<li class="li">
<strong class="ph b">Top 5 topics</strong>: Displays the top five topics and the number of
tickets enriched with each topic.<p class="p"><img class="image" id="topic_osm_gqs_rcc__image_dyd_xzs_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_2.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Top 5 entities categories:</strong> Displays the top five entities and the
number of tickets enriched with each topic.<p class="p"><img class="image img-screenshot" id="topic_osm_gqs_rcc__image_ohw_c24_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_triage_entity_top_five.png"></p>
</li>
<li class="li">
<strong class="ph b">Top 5 languages:</strong> Displays the top five languages and the number
of tickets enriched with each language.<p class="p"><img class="image" id="topic_osm_gqs_rcc__image_ymv_zzs_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_3.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Average ticket sentiment:</strong> Displays the average sentiment rating
for all sentiment-enriched tickets.<p class="p"><img class="image" id="topic_osm_gqs_rcc__image_spw_b1t_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_4.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Topic enriched tickets:</strong> Displays the percentage of topic-enriched
tickets.<p class="p"><img class="image" id="topic_osm_gqs_rcc__image_p2c_21t_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_5.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Entity enriched tickets:</strong> Displays the percentage of
entity-enriched tickets.<p class="p"><img class="image img-screenshot" id="topic_osm_gqs_rcc__image_wxx_l24_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_triage_entity_percentage.png"></p>
</li>
<li class="li">
<strong class="ph b">Language enriched tickets:</strong> Displays the percentage of
language-enriched tickets.<p class="p"><img class="image" id="topic_osm_gqs_rcc__image_edv_f1t_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_6.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Sentiment enriched tickets:</strong> Displays the percentage of
sentiment-enriched tickets.<p class="p"><img class="image" id="topic_osm_gqs_rcc__image_a5m_31t_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_7.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched vs not enriched by channel:</strong> Displays the number
of enriched and not enriched tickets for each channel. By default,
channels that don't support intelligent triage aren't displayed. If you
want to display these, select them from the Channel filter at the top of
the dashboard tab.<p class="p"><img class="image" id="topic_osm_gqs_rcc__image_wpl_l1t_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_8.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched vs not enriched by submitter role:</strong> Displays the
number of enriched and not enriched tickets for each submitter
role.<p class="p"><img class="image" id="topic_osm_gqs_rcc__image_umt_n1t_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_9.png" width="400"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_mvx_bms_rcc">
<h3 class="title topictitle3" id="ariaid-title7">Topic tab </h3>
<div class="body">
<p class="p">The topic tab contains the following reports:</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_c3m_fqs_rcc">
<h4 class="title topictitle4" id="ariaid-title8">Topic tab headline metrics</h4>
<div class="body">
<p class="p" dir="ltr">The Topic tab shows information about tickets enriched with topic.
You can filter the reports by time, group, brand, channel, form, and status.
Additional filters include topic category, subcategory, and confidence.</p>
<p class="p" dir="ltr">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_c3m_fqs_rcc__ul_ixq_bbt_rcc">
<li class="li" dir="ltr">
<strong class="ph b">Topic enriched tickets:</strong> The total number of tickets
enriched with topic.</li>
<li class="li" dir="ltr">
<strong class="ph b">All tickets created: </strong>A count of all created
tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply topic enriched tickets:</strong> The median first
reply time for all topic-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply all tickets: </strong>The median first reply time of
all created tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First assignment - tickets w/topic: </strong>The median first
assignment time for topic-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First assignment all tickets: </strong>The median first
assignment time for all created tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Full resolution time - tickets w/topic: </strong>The median full
resolution time for all topic-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Full resolution all tickets: </strong>The full resolution time
of all created tickets.</li>
</ul>
<p class="p"><img class="image" id="topic_c3m_fqs_rcc__image_m4p_fbt_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_10.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_uv1_gqs_rcc">
<h4 class="title topictitle4" id="ariaid-title9">Topic tab reports</h4>
<div class="body">
<p class="p" dir="ltr">This tab displays the following reports:</p>
<ul class="ul" id="topic_uv1_gqs_rcc__ul_ffl_hbt_rcc">
<li class="li">
<strong class="ph b">Ticket volume distribution by topic category:</strong> Displays the number
of tickets for each topic.<p class="p"><img class="image" id="topic_uv1_gqs_rcc__image_l5w_jbt_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_11.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Topic trends - Top 15 topics: </strong>Displays a line graph showing your
top 15 topics over time.<p class="p"><img class="image" id="topic_uv1_gqs_rcc__image_ohz_mbt_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_12.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Topic breakdown across key metrics: </strong>Displays detailed information
about your tickets with topics, 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.<p class="p"><img class="image" id="topic_uv1_gqs_rcc__image_j2z_pbt_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_13.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Agent replies across top 10 topics:</strong> Displays the number of
one-touch, two-touch, and multi-touch tickets for each topic.<p class="p"><img class="image" id="topic_uv1_gqs_rcc__image_qdp_sbt_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_14.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched with topic vs. not enriched with topic by
channel:</strong> Displays tickets enriched with topic for each channel.
By default, channels that don't support intelligent triage aren't
displayed. If you want to display these, select them from the Channel
filter at the top of the dashboard tab.<p class="p"><img class="image" id="topic_uv1_gqs_rcc__image_r3d_xbt_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_15.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched with topic vs. not enriched with topic by submitter
role:</strong> Displays tickets enriched with topic for each submitter
role, such as end users, agents, and admins.<p class="p"><img class="image" id="topic_uv1_gqs_rcc__image_zxf_1ct_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_16.png" width="400"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_lf5_qt1_bhc">
<h3 class="title topictitle3" id="ariaid-title10">Entity tab</h3>
<div class="body">
<div class="note note">
<span class="notetitle">Note:</span> Entity detection requires Zendesk's modern data pipeline (ZDP) and isn't
available if you're on legacy Redshift infrastructure or have recently moved
regions. </div>
<p class="p">The entity tab contains the following reports:</p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_oc4_5t1_bhc">
<h4 class="title topictitle4" id="ariaid-title11">Entity tab headline metrics</h4>
<div class="body">
<p class="p" dir="ltr">The Entity tab shows information about tickets enriched with
entities you've defined. You can filter the reports by time, brand, channel,
form, status, and entity.</p>
<p class="p" dir="ltr">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_oc4_5t1_bhc__ul_pc4_5t1_bhc">
<li class="li" dir="ltr">
<strong class="ph b">Entity enriched tickets:</strong> The total number of tickets
enriched with an entity.</li>
<li class="li" dir="ltr">
<strong class="ph b">All tickets created:</strong> A count of all created
tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply entity enriched:</strong> The median first reply
time for all entity-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply of all tickets:</strong> The median first reply time
of all created tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First assignment entity enriched:</strong> The median first
assignment time for entity-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First assignment of all tickets:</strong> The median first
assignment time for all created tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Full resolution entity enriched:</strong> The median full
resolution time for all entity-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Full resolution of all tickets:</strong> The full resolution
time of all created tickets.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_oc4_5t1_bhc__image_lmx_c5n_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_triage_entity_headline.png" width="600"></p>
<div class="note note">
<span class="notetitle">Note:</span> The Entity tab doesn't currently support entities associated with regex
custom fields.</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested3" id="topic_pf5_qt1_bhc">
<h4 class="title topictitle4" id="ariaid-title12">Entity tab reports</h4>
<div class="body">
<p class="p" dir="ltr">This tab displays the following reports:</p>
<ul class="ul" id="topic_pf5_qt1_bhc__ul_qf5_qt1_bhc">
<li class="li">
<strong class="ph b">Ticket volume distribution by entity:</strong> Displays the number of
tickets for each entity.<p class="p"><img class="image img-screenshot" id="topic_pf5_qt1_bhc__image_r12_cyn_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_triage_entity_ticket_volume.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Entity trends - Top 15 entity values:</strong> Displays a line graph
showing your top 15 entities over time.<p class="p"><img class="image img-screenshot" id="topic_pf5_qt1_bhc__image_xxf_3yn_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_triage_entity_trends.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Entity breakdown across key metrics:</strong> Displays detailed
information about your tickets enriched with entities, 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.<p class="p"><img class="image img-screenshot" id="topic_pf5_qt1_bhc__image_hmk_gzn_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_triage_entity_key_metrics.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Agent replies across top 10 entity values:</strong> Displays the number of
one-touch, two-touch, and multi-touch tickets for each entity.<p class="p"><img class="image img-screenshot" id="topic_pf5_qt1_bhc__image_p51_g14_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_triage_entity_agent_replies.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched with entity vs not enriched with entity by
channel:</strong> Displays tickets enriched with entities for each
channel. By default, channels that don't support intelligent triage
aren't displayed. If you want to display these, select them from the
Channel filter at the top of the dashboard tab.<p class="p"><img class="image img-screenshot" id="topic_pf5_qt1_bhc__image_a1k_l14_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_triage_entity_channel.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched with entity vs not enriched with entity by submitter
role:</strong> Displays tickets enriched with entities for each submitter
role, such as end users, agents, and admins.<p class="p"><img class="image img-screenshot" id="topic_pf5_qt1_bhc__image_rms_3c4_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_triage_entity_role.png" width="400"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_omy_bms_rcc">
<h3 class="title topictitle3" id="ariaid-title13">Sentiment tab</h3>
<div class="body">
<p class="p">The sentiment tab contains the following reports:</p>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested3" id="topic_afd_hqs_rcc">
<h4 class="title topictitle4" id="ariaid-title14">Sentiment tab headline metrics</h4>
<div class="body">
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_afd_hqs_rcc__ul_q3j_2ht_rcc">
<li class="li" dir="ltr">
<strong class="ph b">Sentiment enriched tickets: </strong>The total number of tickets
enriched with sentiment.</li>
<li class="li" dir="ltr">
<strong class="ph b">All tickets created:</strong> A count of all created
tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply - tickets w/sentiment: </strong>The median first
reply time for all sentiment-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply all tickets:</strong> The median first reply time of
all created tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First assignment - tickets w/sentiment:</strong> The median
first assignment time for sentiment-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First assignment all tickets:</strong> The median first
assignment time for all created tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Full resolution - tickets w/sentiment:</strong> The median full
resolution time for all sentiment-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Full resolution of all tickets: </strong>The full resolution
time of all created tickets.</li>
</ul>
<p class="p"><img class="image" id="topic_afd_hqs_rcc__image_klw_kht_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_24.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested3" id="topic_dj2_hqs_rcc">
<h4 class="title topictitle4" id="ariaid-title15">Sentiment tab reports</h4>
<div class="body">
<p class="p" dir="ltr">The Sentiment tab shows information about tickets enriched with
sentiment.</p>
<p class="p" dir="ltr">This tab displays the following reports:</p>
<ul class="ul" id="topic_dj2_hqs_rcc__ul_hcs_lht_rcc">
<li class="li">
<strong class="ph b">Customer sentiment over time:</strong> Displays the average customer
sentiment from one (very negative) to five (very positive) over
time.<p class="p"><img class="image" id="topic_dj2_hqs_rcc__image_w1w_nht_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_25.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Average ticket sentiment:</strong> Displays the average ticket sentiment
across all sentiment-enriched tickets.<p class="p"><img class="image" id="topic_dj2_hqs_rcc__image_h35_b3t_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_26.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Sentiment breakdown across key metrics:</strong> 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.<p class="p"><img class="image" id="topic_dj2_hqs_rcc__image_z3j_23t_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_27.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Intelligent triage - Ticket enrichments for sentiment by channel:
</strong>Displays the number of tickets from each of your channels that are
enriched with sentiment. By default, channels that do not support
intelligent triage are not displayed. If you want to display these,
select them from the Channel filter at the top of the dashboard
tab.<p class="p"><img class="image" id="topic_dj2_hqs_rcc__image_bjn_h3t_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_28.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Intelligent triage - Enriched tickets with sentiment by submitter
role:</strong> This displays a count of sentiment-enriched tickets for
each submitter role, such as end users, agents, and admins.<p class="p"><img class="image" id="topic_dj2_hqs_rcc__image_twp_w3t_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_29.png" width="400"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_xdy_bms_rcc">
<h3 class="title topictitle3" id="ariaid-title16">Language tab</h3>
<div class="body">
<p class="p" dir="ltr">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.</p>
<p class="p">The language tab contains the following reports:</p>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested3" id="topic_zfr_fqs_rcc">
<h4 class="title topictitle4" id="ariaid-title17">Language tab headline metrics</h4>
<div class="body">
<p class="p" dir="ltr">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_zfr_fqs_rcc__ul_gmz_cct_rcc">
<li class="li" dir="ltr">
<strong class="ph b">Language enriched tickets:</strong> The total number of tickets
enriched with language.</li>
<li class="li" dir="ltr">
<strong class="ph b">All tickets created:</strong> A count of all created
tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply - tickets w/language:</strong> The median first
reply time for all language-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply all tickets:</strong> The median first reply time of
all created tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First assignment - tickets w/language:</strong> The median first
assignment time for language-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">First assignment all tickets:</strong> The median first
assignment time for all created tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Full resolution - tickets w/language:</strong> The median full
resolution time for all language-enriched tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Full resolution all tickets: </strong>The median full resolution
time of all created tickets.</li>
</ul>
<p class="p"><img class="image" id="topic_zfr_fqs_rcc__image_und_hct_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_17.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested3" id="topic_v5t_fqs_rcc">
<h4 class="title topictitle4" id="ariaid-title18">Language tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_v5t_fqs_rcc__ul_it2_3ct_rcc">
<li class="li">
<strong class="ph b">Language volume distribution - Top 10:</strong> The number of
language-enriched tickets for each language.<p class="p"><img class="image" id="topic_v5t_fqs_rcc__image_z5k_kct_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_18.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Total enriched tickets: </strong>The percentage of language-enriched
tickets.<p class="p"><img class="image" id="topic_v5t_fqs_rcc__image_cz2_nct_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_19.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Language trends:</strong> The number of language-enriched tickets for each
language over time.<p class="p"><img class="image" id="topic_v5t_fqs_rcc__image_sbq_pct_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_20.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Language breakdown across key metrics:</strong> 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.<p class="p"><img class="image" id="topic_v5t_fqs_rcc__image_bbz_wgt_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_21.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched with language vs. not enriched with language by
channel:</strong> Displays language enriched against non-language
enriched tickets for each channel. By default, channels that do not
support intelligent triage are not displayed. If you want to display
these, select them from the Channel filter at the top of the dashboard
tab.<p class="p"><img class="image" id="topic_v5t_fqs_rcc__image_kjb_1ht_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_22.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched with language vs. not by submitter role:</strong>
Displays language-enriched against non-language enriched tickets for
each submitter role, for example, end user, agent, and admin.<p class="p"><img class="image" id="topic_v5t_fqs_rcc__image_jqw_cht_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_23.png" width="400"></p>
</li>
</ul>
</div>
</div>
</div>
</div>
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