Understanding the intelligent triage dashboard in analyst copilot (EAP)

<body>
<p id="docs-hc-snippet" style="display: none;">Analyst copilot features a prebuilt dashboard to help you monitor your intelligent triage activity. The intelligent triage dashboard can help you identify tickets classified by customer topic, sentiment, language, and entities.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_with_explore_all">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Explore Light, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<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 to monitor tickets enriched with topic, sentiment, language, and entities. You can review overview, intent, sentiment, and language reports, filter by channel, group, form, brand, status, and date, and track key metrics like ticket volume, first reply time, and full resolution time to spot trends and compare classified vs. not enriched tickets.</p>
</div>

<div class="body">

<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>
</div>
<p class="p">Analyst copilot features a prebuilt dashboard to help you monitor your intelligent triage
activity. The intelligent triage dashboard can help you identify tickets classified by
customer topic, sentiment, language, and entities.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="acp_dashboard_copilot_intelligent_triage__ul_eqn_fxl_hjc">
<li class="li"><a class="xref" href="#topic_hkt_cxl_hjc">Accessing the Copilot: Intelligent triage dashboard</a></li>
<li class="li"><a class="xref" href="#topic_tcf_dxl_hjc">Understanding the Copilot: Intelligent triage dashboard reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hkt_cxl_hjc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Copilot: Intelligent triage dashboard</h2>
<div class="body">
<p class="p">You can access the Copilot: Intelligent triage dashboard from the analyst copilot
home page using the following procedure:</p>
<p class="p"><strong class="ph b">To access the Copilot: Intelligent triage dashboard</strong></p>
<ol class="ol" id="topic_hkt_cxl_hjc__ol_y3f_y3l_hjc">
<li class="li">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_hkt_cxl_hjc__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">On the analyst copilot home page, search for, then click <strong class="ph b">Copilot: Intelligent
triage</strong>.<p class="p">The dashboard opens on the overview tab.</p>
<p class="p"><img class="image" id="topic_hkt_cxl_hjc__image_dlq_lh5_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_10.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tcf_dxl_hjc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Copilot: Intelligent triage dashboard reports</h2>
<div class="body">
<p class="p">The Copilot: Intelligent triage dashboard contains the following tabs:</p>
<ul class="ul" id="topic_tcf_dxl_hjc__ul_tmf_vjl_hjc">
<li class="li">
<strong class="ph b">Overview</strong>: Reports that help you understand which tickets were classified by
intelligent triage.</li>
<li class="li">
<strong class="ph b">Intent</strong>: Reports that help you understand where and how tickets were
classified by topic.</li>
<li class="li">
<strong class="ph b">Sentiment</strong>: Reports that help you understand where and how tickets were
classified by sentiment.</li>
<li class="li">
<strong class="ph b">Language</strong>: Reports that help you understand where and how tickets were
classified by language.</li>
</ul>
<p class="p">All reports can be filtered by ticket created date, ticket channel, ticket group,
ticket form, ticket brand, and ticket status.</p>
<p class="p"><img class="image" id="topic_tcf_dxl_hjc__image_d3c_tmr_jjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_dash_filter_tri.png" width="800"></p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_dm3_xqs_hjc">
<h3 class="title topictitle3" id="ariaid-title4">Understanding the Overview tab</h3>
<div class="body">
<p class="p">The overview tab contains information about tickets classified by topic, entity,
language, and sentiment. </p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_ssr_lrs_hjc">
<h4 class="title topictitle4" id="ariaid-title5">Overview tab headline metrics</h4>
<div class="body">
<p class="p">The overview tab contains the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_ssr_lrs_hjc__ul_fjd_nrs_hjc">
<li class="li">
<strong class="ph b">Total enriched tickets</strong>: The total number of tickets enriched with
topic, language, or sentiment</li>
<li class="li">
<strong class="ph b">First reply time of enriched tickets</strong>: The median first reply time
for all enriched tickets.</li>
<li class="li">
<strong class="ph b">Full resolution time of enriched tickets</strong>: The median full
resolution time for all enriched tickets.</li>
<li class="li">
<strong class="ph b">Tickets</strong>: A count of all created tickets.</li>
<li class="li">
<strong class="ph b">First reply time of all tickets</strong>: The median first reply time for
all tickets.</li>
<li class="li">
<strong class="ph b">Full resolution time of all tickets</strong>: The median full resolution
time for all tickets.</li>
</ul>
<p class="p"><img class="image" id="topic_ssr_lrs_hjc__image_ej2_4rs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_612.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_t4c_mrs_hjc">
<h4 class="title topictitle4" id="ariaid-title6">Overview tab reports</h4>
<div class="body">
<p class="p">The overview tab contains the following reports:</p>
<ul class="ul" id="topic_t4c_mrs_hjc__ul_qmf_p25_hjc">
<li class="li">
<strong class="ph b">Tickets enriched vs not enriched by channel</strong>: A bar chart
displaying the number of classified and not classified tickets for each
ticket channel.<p class="p"><img class="image" id="topic_t4c_mrs_hjc__image_v3w_x25_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_838.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched vs not enriched by requester role</strong>: A bar chart
displaying the number of enriched and not enriched tickets for each
requester role, for example, end users, or agents.<p class="p"><img class="image" id="topic_t4c_mrs_hjc__image_kfb_df5_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_839.png" width="550"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_r5v_xqs_hjc">
<h3 class="title topictitle3" id="ariaid-title7">Understanding the Intent tab</h3>
<div class="body">
<p class="p">The intent tab shows information about tickets enriched with topic (intent).</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_cpg_2ss_hjc">
<h4 class="title topictitle4" id="ariaid-title8">Intent tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_cpg_2ss_hjc__ul_xxw_fss_hjc">
<li class="li">
<strong class="ph b">Intent enriched tickets</strong>: The number of tickets enriched with
topic.</li>
<li class="li">
<strong class="ph b">First reply time intent enriched</strong>: The median first reply time for
all topic-enriched tickets.</li>
<li class="li">
<strong class="ph b">Full resolution time intent enriched</strong>: The median full resolution
time for all topic-enriched tickets.</li>
<li class="li">
<strong class="ph b">Tickets</strong>: The total number of tickets.</li>
<li class="li">
<strong class="ph b">First reply time of all tickets</strong>: The median full resolution time
of all tickets.</li>
<li class="li">
<strong class="ph b">Full resolution time of all tickets</strong>: The full resolution time of
all tickets.</li>
</ul>
<p class="p"><img class="image" id="topic_cpg_2ss_hjc__image_txv_1ts_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_614.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_mxv_2ss_hjc">
<h4 class="title topictitle4" id="ariaid-title9">Intent tab reports</h4>
<div class="body">
<p class="p">The intent tab contains the following reports:</p>
<ul class="ul" id="topic_mxv_2ss_hjc__ul_vqq_pft_hjc">
<li class="li">
<strong class="ph b">Tickets by intent category</strong>: A column chart displaying the number
of tickets for each topic category.<p class="p"><img class="image" id="topic_mxv_2ss_hjc__image_ws2_5ft_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_832.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Intent values trends</strong>: A stacked column chart displaying your top
topics over time.<p class="p"><img class="image" id="topic_mxv_2ss_hjc__image_gs3_zft_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_833.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Intent breakdown across key metrics</strong>: A table displaying detailed
information about your tickets with topics, including first reply time,
group stations, one-touch tickets, and more. <p class="p"><img class="image" id="topic_mxv_2ss_hjc__image_sxf_dgt_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_834.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Agent replies by intent</strong>: A column chart displaying the number of
agent replies for each of your topics.<p class="p"><img class="image" id="topic_mxv_2ss_hjc__image_fhh_kgt_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_835.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched vs not enriched with intent by channel</strong>: A bar
chart displaying the number of tickets that were enriched or not
enriched by channel.<p class="p"><img class="image" id="topic_mxv_2ss_hjc__image_kkd_4gt_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_836.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched vs not enriched with intent by requester role</strong>: A
bar chart displaying the number of tickets that were enriched or not
enriched by the requesters role.<p class="p"><img class="image" id="topic_mxv_2ss_hjc__image_zkh_tgt_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_837.png" width="550"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_jjw_xqs_hjc">
<h3 class="title topictitle3" id="ariaid-title10">Understanding the Sentiment tab</h3>
<div class="body">
<p class="p">The sentiment tab shows information about tickets classified by sentiment. </p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_m1j_kts_hjc">
<h4 class="title topictitle4" id="ariaid-title11">Sentiment tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_m1j_kts_hjc__ul_ih3_qts_hjc">
<li class="li">
<strong class="ph b">Sentiment enriched tickets</strong>: The total number of tickets enriched
with sentiment.</li>
<li class="li">
<strong class="ph b">First reply time sentiment enriched</strong>: The median first reply time
for all sentiment-enriched tickets.</li>
<li class="li">
<strong class="ph b">Full resolution time sentiment enriched</strong>: The median full
resolution time for all sentiment-enriched tickets.</li>
<li class="li">
<strong class="ph b">Tickets</strong>: The total number of tickets.</li>
<li class="li">
<strong class="ph b">First reply time of all tickets</strong>: The median first reply time of
all tickets.</li>
<li class="li">
<strong class="ph b">Full resolution time of all tickets</strong>: The median full resolution
time of all tickets.</li>
</ul>
<p class="p"><img class="image" id="topic_m1j_kts_hjc__image_atg_rts_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_615.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested3" id="topic_mbw_kts_hjc">
<h4 class="title topictitle4" id="ariaid-title12">Sentiment tab reports</h4>
<div class="body">
<p class="p">The sentiment tab contains the following reports:</p>
<ul class="ul" id="topic_mbw_kts_hjc__ul_g5x_xts_hjc">
<li class="li">
<strong class="ph b">Sentiment rating trends</strong>: A stacked column chart displaying your
ticket sentiment ratings over time.<p class="p"><img class="image" id="topic_mbw_kts_hjc__image_bh3_d5s_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_617.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Sentiment average trends</strong>: A column chart displaying your average
ticket sentiment ratings over time.<p class="p"><img class="image" id="topic_mbw_kts_hjc__image_usr_g5s_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_6178png.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Sentiment breakdown across key metrics</strong>: A table displaying
detailed information for each of your sentiments including number of
tickets, first reply time, and full resolution time.<p class="p"><img class="image" id="topic_mbw_kts_hjc__image_acq_l5s_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_700.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched vs not enriched with sentiment by channel</strong>: A
stacked bar chart displaying the number of tickets that were and were
not enriched with sentiment.<p class="p"><img class="image" id="topic_mbw_kts_hjc__image_cl3_r5s_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_800.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched vs not enriched with sentiment by requester
role</strong>: A stacked bar chart displaying the number of tickets that were
and were not enriched with sentiment sorted by requester role.<p class="p"><img class="image" id="topic_mbw_kts_hjc__image_unc_w5s_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_801.png" width="550"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_oww_xqs_hjc">
<h3 class="title topictitle3" id="ariaid-title13">Understanding the Language tab</h3>
<div class="body">
<p class="p">The language tab shows information about tickets classified by language.</p>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested3" id="topic_lhc_nts_hjc">
<h4 class="title topictitle4" id="ariaid-title14">Language tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_lhc_nts_hjc__ul_n1y_sts_hjc">
<li class="li">
<strong class="ph b">Language enriched tickets</strong>: The total number of tickets enriched
with language.</li>
<li class="li">
<strong class="ph b">First reply time language enriched</strong>: The median first reply time
for all language-enriched tickets.</li>
<li class="li">
<strong class="ph b">Full resolution time language enriched</strong>: The median full
resolution time for all language-enriched tickets.</li>
<li class="li">
<strong class="ph b">Tickets</strong>: The total number of tickets.</li>
<li class="li">
<strong class="ph b">First reply time of all tickets</strong>: The median first reply time of
all tickets.</li>
<li class="li">
<strong class="ph b">Full resolution time of all tickets</strong>: The median full resolution
time of all tickets.</li>
</ul>
<p class="p"><img class="image" id="topic_lhc_nts_hjc__image_qh5_wts_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_616.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested3" id="topic_yn4_nts_hjc">
<h4 class="title topictitle4" id="ariaid-title15">Language tab reports</h4>
<div class="body">
<p class="p">The language tab contains the following reports:</p>
<ul class="ul" id="topic_yn4_nts_hjc__ul_oz4_jvs_hjc">
<li class="li">
<strong class="ph b">Tickets by language</strong>: A column chart displaying the number of
language enriched tickets by language.<p class="p"><img class="image" id="topic_yn4_nts_hjc__image_y2l_rvs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_802.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Language enriched tickets</strong>: A donut chart displaying the number of
enriched and not enriched tickets.<p class="p"><img class="image" id="topic_yn4_nts_hjc__image_ih1_wvs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_803.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Language trends</strong>: A stacked column chart displaying the number of
language-enriched tickets for each language over time.<p class="p"><img class="image" id="topic_yn4_nts_hjc__image_ih4_cws_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_804.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Language breakdown across key metrics</strong>: A table displaying
detailed information about tickets enriched with language, including
language, first reply time, full resolution time, and more.<p class="p"><img class="image" id="topic_yn4_nts_hjc__image_qwd_hws_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_805.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched with language vs not enriched with language by
channel</strong>: A stacked bar chart displaying, for each of your
channels, the number of tickets that were and were not enriched with
language.<p class="p"><img class="image" id="topic_yn4_nts_hjc__image_t1j_lws_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_806.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Tickets enriched with language vs not by requester role</strong>: A
stacked bar chart displaying, for each requester role, the number of
tickets that were and were not enriched with language.<p class="p"><img class="image" id="topic_yn4_nts_hjc__image_vtm_rws_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_807.png" width="550"></p>
</li>
</ul>
</div>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/10782829928986",
"url": "https://support.zendesk.com/hc/en-us/articles/10782829928986",
"headline": "Understanding the intelligent triage dashboard in analyst copilot (EAP)",
"description": "You can use the prebuilt dashboard to monitor intelligent triage activity and review tickets classified by topic, sentiment, language, and entities.",
"articleSection": "Using analyst copilot",
"datePublished": "2026-05-18T18:15:25+00:00",
"dateModified": "2026-08-13T22:27:58.715449+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10782829928986"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Reporting and analytics",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298856346"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>