Working with Analyst copilot datasets (EAP)

Adatasetis an organized collection of information that Analyst copilot uses to create reports. Analyst copilot features several prebuilt datasets organized by Zendesk feature 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.


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A dataset is an organized collection of information that Analyst copilot uses to
create reports. Analyst copilot features several prebuilt datasets organized by Zendesk
feature 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.
This article contains the following topics:

Understanding the prebuilt datasets
Creating custom datasets



Understanding the prebuilt datasets

The Analyst copilot EAP includes the following prebuilt datasets:


Tickets: 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.

Agents: 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.

IT assets: 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.

When you create a report, you can select the
dataset you want to use or you can create your own.

Follow the Analyst copilot EAP page to discover when new datasets are released.



Creating custom datasets

While you can't use multiple datasets in your report, you can combine information
from multiple datasets into a new dataset known as a custom dataset. The
dataset builder uses a graphical interface meaning that minimal knowledge of
databases is necessary.
To create a custom dataset

In Analyst copilot, click the create icon
(+), then select Dataset.
Dataset builder
opens.

In dataset builder, click Add data source.
Dataset builder adds a
standard object. This doesn't contain any information until you configure
it.


Click the standard object you added to open its options.

In the object options, configure the following as needed:

Type: Change the object type from the default of standard. Choose
from standard, custom, and prebuilt objects, or custom fields.

Object: Choose the object from which you want to choose data;
ticket, user, or organization.

Select columns: After you select the type and object, the
extracted columns will be displayed. Select the columns you want to
include in your custom dataset.


You can then continue to add data from other sources. Double-click in a blank
area of dataset builder to display the dataset menu.


Tip: To delete an object, click to select it, then press delete on your keyboard.


From the dataset menu, choose one of the following options:

Extract Zendesk data: 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:

Standard object: Includes tickets, users, and
organizations.
Custom object

Prebuilt object: Prebuilt Objects (Tickets, Agents Daily
Snapshot, Agents) - these are curated for you by Zendesk

Tickets: 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.

Agents daily snapshot: Analyze agent activity at
the end of any given date. Examples include Copilot
features usage, assigned, and solved tickets. Data is
recorded at the agent level and captured daily.

Agents: 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.



Custom fields: Includes tickets, users, and
organizations.



Join: While you can add multiple data sources to your custom
dataset, they will have no relationship to each other unless you
join 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:

Left join: Returns all data from the first object and
matches from the second object.

Right join: Returns all data from the second object and
matches from the first object.

Inner join: Returns only data that exists in both
objects.

Outer join: Returns all data from both objects.



Drop: Add a Drop object if you want to remove columns from a
connected object.

Register dataset: Adds a Register dataset object. Connect this to
your data source object. Then


Click Save as panel, enter a Name, Description, and
Project for the new dataset, then click Save.


You can now use your new dataset to create reports.


Note: The content of datasets update once a day at midnight in the accounts timezone.



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