Working with analyst copilot datasets (EAP)

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<p id="docs-hc-snippet" style="display: none;">Adatasetis an organized collection of information that analyst copilot uses to create reports. Several prebuilt datasets are included, organized by business process that you can use to ask questions of your business information. However, you can also combine information from multiple datasets into a new, custom dataset using dataset builder.</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 analyst copilot datasets to build reports from prebuilt data like tickets, agents, and IT assets, or combine sources into a custom dataset with dataset builder. You can join objects, choose columns, and create datasets for reporting without needing database expertise. Datasets refresh once a day, and new datasets may be added through the EAP.</p>
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<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> This feature is currently in an Early Access Program (EAP). You
can <a class="xref" href="https://community.zendesk.com/zendesk-eap-agentic-analytics-154/how-do-i-sign-up-for-the-agentic-analytics-eap-21701" target="_blank">sign up for the EAP here</a>.</div>
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<p class="p">A <em class="ph i">dataset</em> is an organized collection of information that analyst copilot uses to
create reports. Several prebuilt datasets are included, organized by business process
that you can use to ask questions of your business information. However, you can also
combine information from multiple datasets into a new, custom dataset using dataset
builder.</p>
<p class="p">Watch the following video to see dataset builder in action:</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="" class="iframe" controls="controls" height="480" src="https://www.youtube.com/embed/Hv0iU_nhZAc" width="640"></iframe></div>
<p class="p">Using dataset builder (2:27)</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="acp_dataset_builder__ul_kmj_sql_y3c">
<li class="li"><a class="xref" href="#topic_ngj_fl3_w3c">Understanding the prebuilt datasets</a></li>
<li class="li"><a class="xref" href="#topic_dzs_fl3_w3c">Creating custom datasets</a></li>
<li class="li"><a class="xref" href="#topic_dwc_kwz_1kc">Adding descriptions to your custom datasets</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ngj_fl3_w3c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the prebuilt datasets</h2>
<div class="body">
<p class="p">The agentic analytics EAP includes the following prebuilt datasets:</p>
<ul class="ul" id="topic_ngj_fl3_w3c__ul_zfq_jl3_w3c">
<li class="li">
<strong class="ph b">Tickets</strong>: Gain insights into ticket volume and activity. Things like
ticket status, groups, resolutions, reply times, satisfaction score, as well as
AI suggestions, enhanced writing and intelligent triage Copilot features. Data
is captured at the ticket level in the current state.</li>
<li class="li">
<strong class="ph b">Agents</strong>: Get insights into your support team members, including profile
details, role, skills, and group and brand memberships. Data is captured at the
user level in the current state.</li>
<li class="li">
<strong class="ph b">IT assets</strong>: Get insights into your IT asset inventory, including asset
details, ownership, lifecycle status, and assignment history. Data is captured
at the asset level in the current state.</li>
<li class="li">
<strong class="ph b">AI agents</strong>: Gain insights into your AI agent performance. AI agents
consists of three datasets:<ul class="ul" id="topic_ngj_fl3_w3c__ul_ttr_sdg_dkc">
<li class="li">AI agent conversations</li>
<li class="li">AI agent conversation knowledge</li>
<li class="li">AI agent conversation use cases</li>
</ul>
</li>
</ul>
<p class="p">When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10468766765338" target="_blank">create a report</a>, you can select the
dataset you want to use or you can create your own.</p>
<p class="p"><img class="image" id="topic_ngj_fl3_w3c__image_tr5_rqh_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/arc-final-5.png" width="650"></p>
<p class="p">Follow the <a class="xref" href="https://community.zendesk.com/groups/zendesk-eap-agentic-analytics-154" target="_blank">Agentic Analytics EAP page</a> to discover
when new datasets are released.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_dzs_fl3_w3c">
<h2 class="title topictitle2" id="ariaid-title3">Creating custom datasets</h2>
<div class="body">
<p class="p">While you can't use multiple datasets in your report, you can combine information
from multiple datasets into a new dataset known as a <em class="ph i">custom dataset</em>. The
dataset builder uses a graphical interface, so minimal knowledge of
databases is necessary.</p>
<p class="p"><strong class="ph b">To create a custom dataset</strong></p>
<ol class="ol" id="topic_dzs_fl3_w3c__ol_w3n_ym3_w3c">
<li class="li" dir="ltr">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Analytics</a>, click the Home (<img class="image" id="topic_dzs_fl3_w3c__topic_o24_d3p_hvb_image_ovd_jsv_4xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_dashboard.png" width="16">) icon
in the sidebar.</li>
<li class="li" dir="ltr">Click the create icon (<strong class="ph b">+</strong>), then select <strong class="ph b">Dataset</strong>.<p class="p"><img class="image" id="topic_dzs_fl3_w3c__image_s3b_2yb_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/HA_new_30.png" width="250"></p>
<p class="p">Dataset builder
opens.</p>
</li>
<li class="li">Click <strong class="ph b">Add data source</strong>.<p class="p"><img class="image" id="topic_dzs_fl3_w3c__image_npd_myb_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/HA_new_31.png" width="250"></p>
<p class="p">Dataset builder adds a
standard object. This doesn't contain any information until you configure
it.</p>
<p class="p"><img class="image" id="topic_dzs_fl3_w3c__image_okg_hdf_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/dataset_builder_1.png" width="350"></p>
</li>
<li class="li">Click the standard object you added to open its options.<p class="p"><img class="image" id="topic_dzs_fl3_w3c__image_dwd_kdf_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/dataset_builder_2.png" width="300"></p>
</li>
<li class="li">In the object options, configure the following as needed:<ul class="ul" id="topic_dzs_fl3_w3c__ul_bmx_mdf_fjc">
<li class="li">
<strong class="ph b">Type</strong>: Change the object type from the default of standard. Choose
from standard, custom, and prebuilt objects, or custom fields.</li>
<li class="li">
<strong class="ph b">Object</strong>: Choose the object from which you want to choose data;
ticket, user, or organization.</li>
<li class="li">
<strong class="ph b">Select columns</strong>: After you select the type and object, the
extracted columns will be displayed. Select the columns you want to
include in your custom dataset.</li>
</ul>
</li>
<li class="li">If you want to add data from other sources, double-click in a blank
area of dataset builder to display the dataset menu.<p class="p"><img class="image" id="topic_dzs_fl3_w3c__image_khn_p2f_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/dataset_builder_3.png" width="450"></p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> To delete an object, click to select it, then press Delete.</div>
</div>
</li>
<li class="li">From the dataset menu, choose one of the following options:<ul class="ul" id="topic_dzs_fl3_w3c__ul_xm1_s2f_fjc">
<li class="li">
<strong class="ph b">Extract Zendesk data</strong>: Adds a new object to the dataset builder.
You can configure this in the same way you configured the initial
object. The available object types are:<ul class="ul" id="topic_dzs_fl3_w3c__ul_sxl_dth_gjc">
<li class="li">
<strong class="ph b">Standard object</strong>: Includes tickets, users, and
organizations.</li>
<li class="li">
<strong class="ph b">Custom object</strong>: User-defined data to track
business-specific information (such as assets, contracts, or
inventory) beyond standard objects such as tickets or
users.</li>
<li class="li">
<strong class="ph b">Prebuilt object</strong>: Prebuilt Objects (Tickets, Agents Daily
Snapshot, Agents) - these are curated for you by Zendesk<ul class="ul" id="topic_dzs_fl3_w3c__ul_xcs_123_gjc">
<li class="li" dir="ltr">
<strong class="ph b">Tickets</strong>: Gain insights into ticket
volume and activity including ticket status, groups,
resolutions, reply times, satisfaction score, as well as
AI suggestions, enhanced writing, and intelligent triage
copilot features. Data is captured at the ticket level
in the current state.</li>
<li class="li">
<strong class="ph b">Agents daily snapshot</strong>: Analyze agent activity at
the end of any given date. Examples include Copilot
features usage, assigned tickets, and solved tickets. Data is
recorded at the agent level and captured daily.</li>
<li class="li">
<strong class="ph b">Agents</strong>: Get insights into your support team
members, including profile details, role, skills, and
group and brand memberships. Data is captured at the
user level in the current state.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Custom fields</strong>: Includes tickets, users, and
organizations.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Join</strong>: While you can add multiple data sources to your custom
dataset, they will have no relationship to each other unless you
<em class="ph i">join</em> them. To create a join, drag from the L or R nodes in
the join to the objects you want to join. The following joint types are
available:<ul class="ul" id="topic_dzs_fl3_w3c__ul_mhk_43f_fjc">
<li class="li">
<strong class="ph b">Left join</strong>: Returns all data from the first object and
matches from the second object.</li>
<li class="li">
<strong class="ph b">Right join</strong>: Returns all data from the second object and
matches from the first object.</li>
<li class="li">
<strong class="ph b">Inner join</strong>: Returns only data that exists in both
objects.</li>
<li class="li">
<strong class="ph b">Outer join</strong>: Returns all data from both objects.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Prefix</strong>: Required to make sure that if you join two data sources
together that have a column with the same name such as "ID", then the
joined column will have a prefix such as "claims_ID" if joining to a
claims custom object.</li>
<li class="li">
<strong class="ph b">Drop</strong>: Add a Drop object if you want to remove columns from a
connected object.</li>
<li class="li">
<strong class="ph b">Register dataset</strong>: Adds a Register dataset object. Connect this to
your data source object. Then</li>
</ul>
</li>
<li class="li">Click the <strong class="ph b">Save as</strong> panel, enter a <strong class="ph b">Name</strong>, <strong class="ph b">Description</strong>, and
<strong class="ph b">Project</strong> for the new dataset, then click <strong class="ph b">Save</strong>.<p class="p"><img class="image" id="topic_dzs_fl3_w3c__image_zc4_1wm_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hy-db-55.png" width="400"></p>
</li>
</ol>
<p class="p">Your new dataset is scheduled to run. After it's complete, you can use it to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10468766765338" target="_blank">create reports</a>.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> The content of datasets update once a day at midnight in the account's timezone.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_dwc_kwz_1kc">
<h2 class="title topictitle2" id="ariaid-title4">Adding descriptions to your custom datasets</h2>
<div class="body">
<p class="p">When you add information to a report <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11041950353434" target="_blank">using report builder</a>, you can hover over
any dimension or measure to see a description of it.</p>
<p class="p"><img class="image" id="topic_dwc_kwz_1kc__image_pjy_111_bkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_dataset_b_1.png" width="450"></p>
<p class="p">When you create a custom dataset, you can specify the description that will be
displayed in report builder. You can specify descriptors manually, or analyst
copilot can generate them for you. Adding descriptors makes it easier for report
builders to understand your dataset and also improves the performance of memories
and suggestions.</p>
<p class="p"><strong class="ph b">To specify custom dataset descriptions</strong></p>
<ol class="ol" id="topic_dwc_kwz_1kc__ol_q22_p11_bkc">
<li class="li">On the analyst copilot home page, hover over your custom dataset, click the
options menu, then select **Edit descriptors**.<p class="p"><img class="image" id="topic_dwc_kwz_1kc__image_bgy_gc1_bkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_dataset_b_2.png" width="250"></p>
</li>
<li class="li">On the dataset descriptors page, perform one of the following actions for each
of your dataset columns:<ul class="ul" id="topic_dwc_kwz_1kc__ul_f1l_ld1_bkc">
<li class="li">Enter a new description for the column.</li>
<li class="li">Enter a few keywords, then click <strong class="ph b">Prep</strong>. Analyst copilot
automatically generates the description based on your keywords.</li>
<li class="li">Leave the custom description blank and click <strong class="ph b">Prep</strong>. Analyst
copilot automatically generates the description.</li>
</ul>
<p class="p"><img class="image" id="topic_dwc_kwz_1kc__image_btt_td1_bkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_dataset_b_3.png" width="650"></p>
</li>
<li class="li">When you've finished specifying descriptors, click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">When you build a report using your custom dataset, your new descriptors will be
displayed whenever you hover over a dimension or measure.</p>
</div>
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