Metrics and attributes for Zendesk AI agents (legacy)

<body>
<p id="docs-hc-snippet" style="display: none;">Use this article to discover the metrics and attributes you can use to build Explore reports based on your usage of Zendesk bots.</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>
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<div class="article-banner" id="suite_pee">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_with_guide_all">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Knowledge Professional or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">
<p class="p">Use this article to discover the metrics and attributes you can use to build Explore reports
based on your usage of Zendesk bots.</p>
<p class="p">For more information about how to create reports with Explore, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">Creating reports</a>.</p>
<div class="p">This article contains the following topics:
<ul class="ul" id="topic_lbd_vqs_crb__ul_wtf_nrs_crb">
<li class="li"><a class="xref" href="#topic_u23_1rs_crb">Article Recommendations dataset
(legacy)</a></li>
<li class="li"><a class="xref" href="#topic_mxt_wqs_crb">Flow Builder dataset (legacy)</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_u23_1rs_crb">
<h2 class="title topictitle2" id="ariaid-title2">Article Recommendations dataset (legacy)</h2>
<div class="body">
<div class="p">This section contains the following topics:
<ul class="ul" id="topic_u23_1rs_crb__ul_bk5_5rs_crb">
<li class="li"><a class="xref" href="#topic_e22_3rs_crb">Article Recommendations
dataset schema</a></li>
<li class="li"><a class="xref" href="#topic_m5k_grs_crb">Article Recommendations
metrics</a></li>
<li class="li"><a class="xref" href="#topic_b4y_2rs_crb">Article Recommendations
attributes</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_e22_3rs_crb">
<h3 class="title topictitle3" id="ariaid-title3">Article Recommendations schema</h3>
<div class="body">
<p class="p">Use this diagram to help you understand the elements of the Article
Recommendations dataset and their relationships.</p>
<p class="p"><img class="image img-screenshot" id="topic_e22_3rs_crb__image_qqw_dc1_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Answer_Bot.jpg" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_m5k_grs_crb">
<h3 class="title topictitle3" id="ariaid-title4">Article Recommendations metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Article
Recommendations dataset.</p>
<div class="p">
<div class="note note" id="topic_m5k_grs_crb__note_srl_hln_gbc">
<span class="notetitle">Note:</span>
Article Recommendations metrics aren’t fully
supported for the messaging channel. Supported metrics include answers and
attempts, but not clicks and resolutions.
</div>
</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_m5k_grs_crb__table_yxk_ht4_l2b" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Article Recommendations metrics</span></caption>
<colgroup>
<col style="width:20%">
<col style="width:40%">
<col style="width:40%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d48e118">Metric</th>
<th class="entry nocellnorowborder" id="d48e121">Definition</th>
<th class="entry cell-norowborder" id="d48e124">Explore formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Attempts</td>
<td class="entry nocellnorowborder" headers="d48e121">All instances in tickets and chats where Article
Recommendations was available to recommend articles, regardless
of whether the bot identified relevant articles to
suggest.</td>
<td class="entry cell-norowborder" headers="d48e124">[Answer ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Answers</td>
<td class="entry nocellnorowborder" headers="d48e121">Instances in tickets and chats where the bot identified
articles relevant to a customer’s query and suggested them to
the customer.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer status - Unsorted]="Offered" OR [Answer status -
Unsorted]="Clicked" OR [Answer status - Unsorted]="Resolved")
THEN [Answer ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Unsuccessful attempts</td>
<td class="entry nocellnorowborder" headers="d48e121">Instances in tickets and chats where the bot could not
identify any articles relevant to a customer’s query and did not
make a suggestion to the customer.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer status - Unsorted]="Unoffered" ) THEN [Answer ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Clicks</td>
<td class="entry nocellnorowborder" headers="d48e121">Counts successful attempts where at least one generated
suggestion was clicked.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer status - Unsorted]="Clicked" OR [Answer status -
Unsorted]="Resolved") THEN [Answer ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Self-solves</td>
<td class="entry nocellnorowborder" headers="d48e121">Count of recommended articles that resolved the end user’s
request.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer status - Unsorted]="Resolved") THEN [Answer ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Indirect self-solves</td>
<td class="entry nocellnorowborder" headers="d48e121">The number of recommended articles that indirectly resolved
the end user’s request.
<p class="p">In some situations, suggested articles
don’t resolve the customer’s enquiry directly but instead
point them in the right direction in the help center to find
the answer to their question. These resolutions are known as
<em class="ph i">indirect resolutions</em>. Indirect resolutions are
reflected in
<strong class="ph b">Resolutions</strong>,
<strong class="ph b">Indirect resolutions</strong>
and
<strong class="ph b">Answer status</strong>
fields.</p>
</td>
<td class="entry cell-norowborder" headers="d48e124">D_COUNT(Resolutions)-COUNT(Resolution articles)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">% Suggestion rate</td>
<td class="entry nocellnorowborder" headers="d48e121">The percentage of enquiries where the bot offered suggestions from the total number of
enquiries it attempted to answer.</td>
<td class="entry cell-norowborder" headers="d48e124">D_COUNT(Offered answers)/D_COUNT(Attempted answers)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">% Click-through rate</td>
<td class="entry nocellnorowborder" headers="d48e121"> </td>
<td class="entry cell-norowborder" headers="d48e124"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">% Self-solve rate</td>
<td class="entry nocellnorowborder" headers="d48e121">The percentage of enquiries resolved from the total enquiries
where it offered suggestions.</td>
<td class="entry cell-norowborder" headers="d48e124">COUNT(Resolutions)/D_COUNT(Offered answers)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Suggested articles</td>
<td class="entry nocellnorowborder" headers="d48e121">Count of the suggestions offered.</td>
<td class="entry cell-norowborder" headers="d48e124">[Suggestion ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Clicked articles</td>
<td class="entry nocellnorowborder" headers="d48e121">The number of suggestions that have been clicked by a user.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Suggestion clicked]="true" ) THEN [Suggestion ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Self-solve articles</td>
<td class="entry nocellnorowborder" headers="d48e121">Count of solved tickets solved through a suggestion.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Suggestion resolved]="true" ) THEN [Suggestion ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Rejected articles</td>
<td class="entry nocellnorowborder" headers="d48e121">The number of suggestions that have been marked as unhelpful
by end users.</td>
<td class="entry cell-norowborder" headers="d48e124">
<p class="p">IF ([Suggested article rejected]=TRUE) THEN [Suggestion ID]
ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">% Article click-through rate</td>
<td class="entry nocellnorowborder" headers="d48e121">The percentage of suggestions that have been clicked by an
end user.</td>
<td class="entry cell-norowborder" headers="d48e124">COUNT(Clicked suggestions)/COUNT(Suggestions)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">% Rejection rate</td>
<td class="entry nocellnorowborder" headers="d48e121">The percentage of suggestions that have been marked as
unhelpful by end users.</td>
<td class="entry cell-norowborder" headers="d48e124">COUNT(Rejected articles)/COUNT(Suggested articles)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Answered tickets</td>
<td class="entry nocellnorowborder" headers="d48e121">Count of tickets where articles were recommended, a suggestion was clicked, or the end user
marked the article recommendation as resolving their
issue.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer status - Unsorted]="Offered" OR [Answer status -
Unsorted]="Clicked" OR [Answer status - Unsorted]="Resolved" )
THEN [Answer ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Unanswered tickets</td>
<td class="entry nocellnorowborder" headers="d48e121">Count of tickets where a suggestion was not given.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer status - Unsorted]="Unoffered" ) THEN [Answer
ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Answer clicked tickets</td>
<td class="entry nocellnorowborder" headers="d48e121">Count of tickets where a suggestion was generated that
resulted in the ticket being resolved.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer Status - Unsorted]="Clicked" OR [Answer status -
Unsorted]="Resolved" ) THEN [Answer ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Solved tickets</td>
<td class="entry nocellnorowborder" headers="d48e121">Count of tickets with a status of <strong class="ph b">Solved</strong>.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer status - Unsorted]="Resolved") THEN [Answer
ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Non-reopened solved tickets</td>
<td class="entry nocellnorowborder" headers="d48e121">Count of tickets with a status of
<strong class="ph b">Solved</strong>, that have
not been re-opened.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer status - Unsorted]="Resolved" AND
VALUE(Reopens)&lt;1) THEN [Answer ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Reopened solved tickets</td>
<td class="entry nocellnorowborder" headers="d48e121">Count of tickets that were set to a status of
<strong class="ph b">Solved</strong>
and were subsequently re-opened.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer status - Unsorted]="Resolved" AND
VALUE(Reopens)&gt;0) THEN [Answer ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Agent unassisted solved tickets</td>
<td class="entry nocellnorowborder" headers="d48e121">Count of tickets with no Assignee set, and with a status of
<strong class="ph b">Solved</strong>
through a suggestion.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer status - Unsorted]="Resolved" AND VALUE(Agent
replies)&lt;1) THEN [Answer ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Agent assisted solved tickets</td>
<td class="entry nocellnorowborder" headers="d48e121">Count of tickets that are assigned to an agent, where the
agent has replied, and the ticket status is
<strong class="ph b">Resolve</strong>
using
a suggestion.</td>
<td class="entry cell-norowborder" headers="d48e124">IF ([Answer status - Unsorted]="Resolved" AND VALUE(Agent
replies)&gt;0) THEN [Answer ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">% Ticket usage rate</td>
<td class="entry nocellnorowborder" headers="d48e121">The rate of tickets that were assisted by suggestions in
comparison to total number of tickets.</td>
<td class="entry cell-norowborder" headers="d48e124">DCOUNT_VALUES([Answer ticket ID])/DCOUNT_VALUES([Ticket
ID])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">% Ticket resolution rate</td>
<td class="entry nocellnorowborder" headers="d48e121">The percentage of tickets resolved by suggestions compared to
the total solved ticket volume where a response was
given.</td>
<td class="entry cell-norowborder" headers="d48e124">D_COUNT(Solved tickets)/D_COUNT(Answered tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">% Ticket non-reopened resolution rate</td>
<td class="entry nocellnorowborder" headers="d48e121">The rate of ticket resolutions that have not been re-opened
provided by suggestions in comparison to total tickets where an
answer was generated.</td>
<td class="entry cell-norowborder" headers="d48e124">D_COUNT(Non-reopened solved tickets)/D_COUNT(Answered
tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">% Ticket unassisted resolution rate</td>
<td class="entry nocellnorowborder" headers="d48e121">The rate of ticket resolutions provided by suggestions in
comparison to total tickets where an answer was generated.</td>
<td class="entry cell-norowborder" headers="d48e124">D_COUNT(Agent unassisted solved tickets)/D_COUNT(Answered
tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Click time (min)</td>
<td class="entry nocellnorowborder" headers="d48e121">The duration in minutes between a suggestion being generated
and this suggestion being clicked.</td>
<td class="entry cell-norowborder" headers="d48e124">(Click time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Resolution time (min)</td>
<td class="entry nocellnorowborder" headers="d48e121">The duration in minutes between a suggestion being generated
and this suggestion solving the ticket.</td>
<td class="entry cell-norowborder" headers="d48e124">(Resolution time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Click time (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e121">The duration in hours between a suggestion being generated
and this suggestion being clicked.</td>
<td class="entry cell-norowborder" headers="d48e124">VALUE(Click time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Resolution time (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e121">The duration in hours between a suggestion being generated
and this suggestion solving the ticket.</td>
<td class="entry cell-norowborder" headers="d48e124">VALUE(Resolution time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e118">Agent replies</td>
<td class="entry nocellnorowborder" headers="d48e121">Counts the total number of agent replies to a ticket.</td>
<td class="entry cell-norowborder" headers="d48e124">(Agent replies)</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d48e118">Reopens</td>
<td class="entry row-nocellborder" headers="d48e121">The number of times a ticket status changed from
<strong class="ph b">Solved</strong>
to
<strong class="ph b">Open</strong>.</td>
<td class="entry cellrowborder" headers="d48e124">(Reopens)</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_b4y_2rs_crb">
<h3 class="title topictitle3" id="ariaid-title5">Article Recommendations attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Article
Recommendations dataset. You can use this diagram to help you understand the
meaning of some of the attributes in the list:</p>
<p class="p"><img alt="Common Answer Bot attributes" class="image img-screenshot" id="topic_b4y_2rs_crb__image_obp_whv_wlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_Answer_Bot_attributes.png" width="650"></p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_b4y_2rs_crb__table_rjq_htp_l2b" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 2. </span>Article Recommendations attributes</span></caption>
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:66.66666666666666%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d48e570">Attribute</th>
<th class="entry cell-norowborder" id="d48e573">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Answer status</td>
<td class="entry cell-norowborder" headers="d48e573">The status of a suggestion provided. The status is set
depending on the end user's response. Values include
<strong class="ph b">Unoffered</strong>,
<strong class="ph b">Offered</strong>,
<strong class="ph b">Clicked</strong>
or
<strong class="ph b">Resolved</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Answer channel</td>
<td class="entry cell-norowborder" headers="d48e573">The channel on which a suggestion was offered to an end user
or agent. Values include:
<ul class="ul" id="topic_b4y_2rs_crb__ul_jx4_dh5_lyb">
<li class="li">
<strong class="ph b">Agents</strong> (when an agent uses the knowledge section of the context panel from within a
ticket)</li>
<li class="li">
<strong class="ph b">Conversation Bots</strong>
(on messaging channels
including Web Widget, mobile SDKs, and social messaging
apps)</li>
<li class="li"><strong class="ph b">API</strong></li>
<li class="li"><strong class="ph b">Email</strong></li>
<li class="li">
<strong class="ph b">SDK</strong>
(Classic mobile SDKs only)</li>
<li class="li"><strong class="ph b">Slack</strong></li>
<li class="li"><strong class="ph b">Web form</strong></li>
<li class="li">
<strong class="ph b">Web Widget</strong>
(Classic only)</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Answer brand</td>
<td class="entry cell-norowborder" headers="d48e573">The brand of ticket corresponding to the brand of the
knowledge base where a suggestion for an answer was
generated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Answer enquiry</td>
<td class="entry cell-norowborder" headers="d48e573">The end user’s question for which suggestions were offered. The attribute values are limited
to the first 255 characters.<p class="p">This attribute does not include
the Generate a reply and Don't answer based on articles bot
response options. To report on these, use the Content text
attribute in the <a class="xref" href="#topic_jtk_crs_crb">Flow Builder dataset</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Answer ID</td>
<td class="entry cell-norowborder" headers="d48e573">The ID of the notification with suggestions sent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Answer resolution article ID</td>
<td class="entry cell-norowborder" headers="d48e573">The ID of the knowledge base article which resolved the end
user’s enquiry.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Answer ticket ID</td>
<td class="entry cell-norowborder" headers="d48e573">The ID of the ticket from which the response was
triggered.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Suggested article clicked</td>
<td class="entry cell-norowborder" headers="d48e573">The event of the suggestion generated being clicked by an
end user. Values are
<strong class="ph b">True</strong>
and
<strong class="ph b">False</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Suggested article resolved</td>
<td class="entry cell-norowborder" headers="d48e573">The event of the suggested article being clicked from the
answer generated that led to the ticket being resolved. Values
are
<strong class="ph b">True</strong>
and
<strong class="ph b">False</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Suggested article rejected</td>
<td class="entry cell-norowborder" headers="d48e573">The article suggestion generated being marked as unhelpful by
an end user. Values are
<strong class="ph b">True</strong>
and
<strong class="ph b">False</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Suggestion ID</td>
<td class="entry cell-norowborder" headers="d48e573">The ID of the knowledge base article suggestion sent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Suggested article language</td>
<td class="entry cell-norowborder" headers="d48e573">The language of the knowledge base article suggestion
sent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Suggested article locale</td>
<td class="entry cell-norowborder" headers="d48e573">The locale of the knowledge base article suggestion sent.
Values include
<strong class="ph b">EN-US</strong>,
<strong class="ph b">EN-GB</strong>,
<strong class="ph b">DE</strong>,
<strong class="ph b">FR</strong>,
<strong class="ph b">RU</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Article ID</td>
<td class="entry cell-norowborder" headers="d48e573">The ID of the knowledge base article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Article ID and locale</td>
<td class="entry cell-norowborder" headers="d48e573">The ID and locale of the knowledge base article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Article translation title</td>
<td class="entry cell-norowborder" headers="d48e573">The title of the knowledge base article in a specific
language.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Article translation URL</td>
<td class="entry cell-norowborder" headers="d48e573">The URL of the knowledge base article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Article author</td>
<td class="entry cell-norowborder" headers="d48e573">The name of the user who originally created a knowledge base
article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket ID</td>
<td class="entry cell-norowborder" headers="d48e573">The ID number of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket status</td>
<td class="entry cell-norowborder" headers="d48e573">The current status of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket group</td>
<td class="entry cell-norowborder" headers="d48e573">The name of the group where the ticket was assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket assignee</td>
<td class="entry cell-norowborder" headers="d48e573">The name of the user to who the ticket is assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket brand</td>
<td class="entry cell-norowborder" headers="d48e573">The brand of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket channel</td>
<td class="entry cell-norowborder" headers="d48e573">The channel a ticket was created from.
<p class="p">For more information
about the ticket channels Explore collects, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket form</td>
<td class="entry cell-norowborder" headers="d48e573">Ticket form used on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket organization</td>
<td class="entry cell-norowborder" headers="d48e573">The name of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket priority</td>
<td class="entry cell-norowborder" headers="d48e573">The ticket’s priority.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket problem ID</td>
<td class="entry cell-norowborder" headers="d48e573">The ID of the associated problem ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket requester</td>
<td class="entry cell-norowborder" headers="d48e573">The name of the user that requested the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" headers="d48e573">The satisfaction rating of the ticket,
<strong class="ph b">Good</strong>
or
<strong class="ph b">Bad</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket subject</td>
<td class="entry cell-norowborder" headers="d48e573">The subject of ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket tags</td>
<td class="entry cell-norowborder" headers="d48e573">The tags associated with a ticket.
<p class="p">For information about
filtering reports using tags, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Ticket type</td>
<td class="entry cell-norowborder" headers="d48e573">The ticket type.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Sharing agreement inbound</td>
<td class="entry cell-norowborder" headers="d48e573">Affiliated instances of Zendesk Support and companies who
share tickets with the current instance of Zendesk
Support.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Sharing agreement outbound</td>
<td class="entry cell-norowborder" headers="d48e573">Affiliated Zendesk accounts and companies tickets are shared
with.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User name</td>
<td class="entry cell-norowborder" headers="d48e573">The name of the user who was assisted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User role</td>
<td class="entry cell-norowborder" headers="d48e573">The role of the user who was assisted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User ID</td>
<td class="entry cell-norowborder" headers="d48e573">The ID of the user who was assisted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User email</td>
<td class="entry cell-norowborder" headers="d48e573">The email address of the user who was assisted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User locale</td>
<td class="entry cell-norowborder" headers="d48e573">The locale of the user who was assisted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User status</td>
<td class="entry cell-norowborder" headers="d48e573">The Zendesk status of the user who was assisted. Values are
<strong class="ph b">Active</strong>,
<strong class="ph b">Suspended</strong> or
<strong class="ph b">Deleted</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User tags</td>
<td class="entry cell-norowborder" headers="d48e573">A list of tags associated with the user who was
assisted.
<p class="p">For information about filtering
reports using tags, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User time zone</td>
<td class="entry cell-norowborder" headers="d48e573">The time zone of the user who was assisted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User organization name</td>
<td class="entry cell-norowborder" headers="d48e573">The organization name of the user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User organization ID</td>
<td class="entry cell-norowborder" headers="d48e573">The organization ID of the user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User organization domains</td>
<td class="entry cell-norowborder" headers="d48e573">The domain name of the organization of the user, for example,
zendesk.com.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User organization status</td>
<td class="entry cell-norowborder" headers="d48e573">The system status of the organization of the user, either
active or deleted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">User organization tags</td>
<td class="entry cell-norowborder" headers="d48e573">The tags associated with the organization of the user.
<p class="p">For
information about filtering reports using tags, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Intent
<p class="p">(Requires
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>
)</p>
</td>
<td class="entry cell-norowborder" headers="d48e573">A prediction of what the ticket is about. To see the possible values, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">open the Taxonomy tab of the
Intent settings page</a> to see the AI Intents list under
the <strong class="ph b">Taxonomy values</strong> heading.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Intent confidence
<p class="p">(Requires
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>
)</p>
</td>
<td class="entry cell-norowborder" headers="d48e573">The likelihood that the intent prediction is correct.
Possible values are
<strong class="ph b">High</strong>,
<strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Language
<p class="p">(Requires
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>
)</p>
</td>
<td class="entry cell-norowborder" headers="d48e573">A prediction of what language the ticket is written in. To see the possible values, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">open the Taxonomy tab</a>
of the settings page.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Language confidence
<p class="p">(Requires
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>
)</p>
</td>
<td class="entry cell-norowborder" headers="d48e573">The likelihood that the language prediction is correct.
Possible values are
<strong class="ph b">High</strong>,
<strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Sentiment
<p class="p">(Requires
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>
)</p>
</td>
<td class="entry cell-norowborder" headers="d48e573">A prediction of how the customer feels about their request.
Possible values are
<strong class="ph b">Very Positive</strong>,
<strong class="ph b">Positive</strong>,
<strong class="ph b">Neutral</strong>,
<strong class="ph b">Negative</strong>, and
<strong class="ph b">Very
Negative</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Sentiment confidence
<p class="p">(Requires
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>
)</p>
</td>
<td class="entry cell-norowborder" headers="d48e573">The likelihood that the sentiment prediction is correct.
Possible values are
<strong class="ph b">High</strong>,
<strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Time – Answer Bot answer created</td>
<td class="entry cell-norowborder" headers="d48e573">Includes several
<strong class="ph b">Answer created</strong>
attributes that refer
to the time when an answer was generated containing relevant
knowledge base articles.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Time – Answer Bot answer last event</td>
<td class="entry cell-norowborder" headers="d48e573">Includes several
<strong class="ph b">Answer event</strong>
attributes that refer to
the last answer notification.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Time – Answer Bot suggested article last event</td>
<td class="entry cell-norowborder" headers="d48e573">Includes several
<strong class="ph b">Suggested article event</strong>
attributes
that refer to the last time a suggestion was triggered.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Time – Answer Bot suggested article clicked</td>
<td class="entry cell-norowborder" headers="d48e573">Includes several
<strong class="ph b">Suggested article clicked</strong>
attributes
that refer the time a suggested article was clicked from an
answer.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Time – Answer Bot suggested article resolved</td>
<td class="entry cell-norowborder" headers="d48e573">Includes several
<strong class="ph b">Suggested article resolved</strong>
attributes
that refer to the time a suggested article was clicked from an
answer, which led to ticket being resolved.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Time – Ticket created</td>
<td class="entry cell-norowborder" headers="d48e573">Includes several attributes that return the time
and date when tickets were created.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Time – Ticket solved</td>
<td class="entry cell-norowborder" headers="d48e573">Includes several attributes that return the time
and date when tickets were solved.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Time – Ticket last updated</td>
<td class="entry cell-norowborder" headers="d48e573">Includes several attributes that return the time
and date when tickets were last updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e570">Time – Article created</td>
<td class="entry cell-norowborder" headers="d48e573">Includes several attributes that return the time
when an article was created.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d48e570">Time – Article updated</td>
<td class="entry cellrowborder" headers="d48e573">Includes several attributes that return the time
when an article was last updated.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_mxt_wqs_crb">
<h2 class="title topictitle2" id="ariaid-title6">Flow Builder dataset (legacy)</h2>
<div class="body">
<div class="p">This section contains the following topics:
<ul class="ul" id="topic_mxt_wqs_crb__ul_vtf_gss_crb">
<li class="li"><a class="xref" href="#topic_dzk_drs_crb">Flow Builder
metrics</a></li>
<li class="li"><a class="xref" href="#topic_jtk_crs_crb">Flow Builder
attributes</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_dzk_drs_crb">
<h3 class="title topictitle3" id="ariaid-title7">Flow Builder metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Flow Builder
dataset.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dzk_drs_crb__table_snt_vss_crb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 3. </span>Flow Builder metrics</span></caption>
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d48e1430">Metric</th>
<th class="entry nocellnorowborder" id="d48e1433">Definition</th>
<th class="entry cell-norowborder" id="d48e1436">Explore formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Total users</td>
<td class="entry nocellnorowborder" headers="d48e1433">The number of unique users who received a message from
the bot. A user does not have to engage with the bot
(sending a message or clicking a quick reply) to be included
in this count.</td>
<td class="entry cell-norowborder" headers="d48e1436">[Sunshine Conversations app user ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Engaged with bot</td>
<td class="entry nocellnorowborder" headers="d48e1433">The number of unique users who have sent a message to the
bot or responded to a prompt.</td>
<td class="entry cell-norowborder" headers="d48e1436">IF ([Activity event type] =
"user_input_received") THEN [Sunshine Conversations app user
ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Transferred to agent</td>
<td class="entry nocellnorowborder" headers="d48e1433">The number of unique users who have successfully
completed the transfer step from the bot to an agent. A
Support ticket is created for each successful
transfer.</td>
<td class="entry cell-norowborder" headers="d48e1436">IF ([Activity event type] =
"agent_transfer_completed") THEN [Sunshine Conversations app
user ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">% total users who engaged with bot</td>
<td class="entry nocellnorowborder" headers="d48e1433">The percentage of total users who have sent a message to
the bot or responded to a prompt.</td>
<td class="entry cell-norowborder" headers="d48e1436">D_COUNT(Engaged with bot) / D_COUNT(Total
users)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">% engaged users transferred to agent</td>
<td class="entry nocellnorowborder" headers="d48e1433">The percentage of engaged users who have successfully
completed the transfer step from the bot to an
agent.</td>
<td class="entry cell-norowborder" headers="d48e1436">D_COUNT(Transferred to agent) / D_COUNT(Engaged
with bot)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">User input count</td>
<td class="entry nocellnorowborder" headers="d48e1433">The total number of user inputs (messages of any type)
received by the bot.</td>
<td class="entry cell-norowborder" headers="d48e1436">[Content text]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Total users in previous 30 days</td>
<td class="entry nocellnorowborder" headers="d48e1433">The total number of users in the period from 62 days to
32 days before today.</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Total users in last 30 days</td>
<td class="entry nocellnorowborder" headers="d48e1433">The total number of users in the period from 31 days ago
to yesterday.</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Engaged users in previous 30 days</td>
<td class="entry nocellnorowborder" headers="d48e1433">Users who engaged with the bot in the period from 62 days
to 32 days before today.</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Engaged users in last 30 days</td>
<td class="entry nocellnorowborder" headers="d48e1433">Users who engaged with the bot in the period from 31 days
ago to yesterday.</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Transferred users in previous 30 days</td>
<td class="entry nocellnorowborder" headers="d48e1433">Users who were transferred from the bot to an agent in
the period from 62 days to 32 days before today.</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Transferred users in last 30 days</td>
<td class="entry nocellnorowborder" headers="d48e1433">Users who were transferred from the bot to an agent in
the period from 31 days ago to yesterday.</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Containment rate</td>
<td class="entry nocellnorowborder" headers="d48e1433">The proportion of engaged users whose
conversation was
<em class="ph i">not</em>
transferred from the bot to an
agent. The inverse of
<strong class="ph b">% transferred to agent</strong>.</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">
<p class="p">Resolution feedback prompts</p>
</td>
<td class="entry nocellnorowborder" headers="d48e1433">
<p class="p">The number of times the bot asked for feedback
via an “Ask if question resolved” step.</p>
<p class="p"><strong class="ph b">Note:</strong>
This metric and the following
metrics are counted based on each instance of the event
and not aggregated per user. So if a user went through
the same flow and replied to a feedback prompt more than
once, this metric counts each instance of a prompt being
sent or a feedback reply interaction.</p>
</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Resolution feedback replies</td>
<td class="entry nocellnorowborder" headers="d48e1433">The number of feedback prompt replies received
by the bot.</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">% resolution feedback replies</td>
<td class="entry nocellnorowborder" headers="d48e1433">The proportion of times the bot received a
reply after sending a feedback prompt. This is the count of
replies of any type divided by the count of prompts
sent.</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Resolved feedback replies</td>
<td class="entry nocellnorowborder" headers="d48e1433">The number of
<em class="ph i">resolved</em>
feedback prompt
replies received by the bot (for example, “Yes, problem
solved”).</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">% resolved</td>
<td class="entry nocellnorowborder" headers="d48e1433">The proportion of total replies that were
<em class="ph i">resolved</em>
replies. This is the count of resolved
replies divided by the count of total replies.</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1430">Unresolved feedback replies</td>
<td class="entry nocellnorowborder" headers="d48e1433">The number of
<em class="ph i">unresolved</em>
feedback prompt
replies received by the bot (for example, “No, I still need
help”).</td>
<td class="entry cell-norowborder" headers="d48e1436"> </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d48e1430">% unresolved</td>
<td class="entry row-nocellborder" headers="d48e1433">The proportion of total replies that were
<em class="ph i">unresolved</em>
replies. This is the count of
unresolved replies divided by the count of total
replies.</td>
<td class="entry cellrowborder" headers="d48e1436"> </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_jtk_crs_crb">
<h3 class="title topictitle3" id="ariaid-title8">Flow Builder attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Flow Builder
dataset.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_jtk_crs_crb__table_ssn_yss_crb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 4. </span>Flow Builder attributes</span></caption>
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d48e1680">Attribute</th>
<th class="entry cell-norowborder" id="d48e1683">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Brand ID</td>
<td class="entry cell-norowborder" headers="d48e1683">The ID of the brand associated with the bot the
user engaged with.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Brand name</td>
<td class="entry cell-norowborder" headers="d48e1683">The name of the brand associated with the Flow
Builder flow the user engaged with.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Sunshine Conversations app user ID</td>
<td class="entry cell-norowborder" headers="d48e1683">The unique identifier of the user participating
in a messaging conversation.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Activity event type</td>
<td class="entry cell-norowborder" headers="d48e1683">The event type recorded as a result of certain bot
conversation interactions. Values include: Conversation
started (journey_started), Engaged with bot
(user_input_received), Transferred to agent
(agent_transfer_completed), (resolution_prompt_sent),
(subflow_switched), and (user_feedback_received).
<p class="p">Events
are recorded only for published answers. If answers are
removed, unpublished, or renamed, historical data isn’t
affected.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Channel</td>
<td class="entry cell-norowborder" headers="d48e1683">The Zendesk channel where the interaction took place. In
Sunshine Conversations terminology, a “channel” is referred
to as “source.type”.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Time - Activity occurred</td>
<td class="entry cell-norowborder" headers="d48e1683">Includes several attributes that return the
time and date when an activity (Conversation started,
Engaged with bot, or Transferred to agent) happened.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Language</td>
<td class="entry cell-norowborder" headers="d48e1683">The standard name for a language (for example, Simplified
Chinese).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Language code</td>
<td class="entry cell-norowborder" headers="d48e1683">The shorthand code for a language (for example,
zh-CN).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">User input type</td>
<td class="entry cell-norowborder" headers="d48e1683">The type of user input received by the bot. Possible
values include
<strong class="ph b">Option selected</strong>,
<strong class="ph b">Message sent</strong>,
<strong class="ph b">Form sent</strong>, and
<strong class="ph b">Unknown</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Content type</td>
<td class="entry cell-norowborder" headers="d48e1683">This is effectively the same as user input type. User
input type is the human friendly name, while content type is
the raw value used by the system.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Content text</td>
<td class="entry cell-norowborder" headers="d48e1683">The text of the message sent to the bot. This includes
only messages sent as a result of selecting a quick reply
option (the
<strong class="ph b">Option selected</strong> value in the
<strong class="ph b">User
input type</strong> attribute). Free text entered by end
users is returned as blank values.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Answer ID</td>
<td class="entry cell-norowborder" headers="d48e1683">The ID of the answer.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Answer name</td>
<td class="entry cell-norowborder" headers="d48e1683">The name of the answer. This is referred to as
“intent” when creating an answer in bot builder.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Answer type</td>
<td class="entry cell-norowborder" headers="d48e1683">
<p class="p">The type of answer. Possible answer types
are:</p>
<ul class="ul" id="topic_jtk_crs_crb__ul_p3n_5jx_tvb">
<li class="li">
<p class="p"><strong class="ph b">answer</strong></p>
</li>
<li class="li">
<p class="p"><strong class="ph b">initial</strong>
(For the greeting
standard response, if enabled)</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">fallback</strong>
(For the fallback
standard response)</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">unknown</strong>
(For legacy and
unexpected values)</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1680">Option is resolution feedback</td>
<td class="entry cell-norowborder" headers="d48e1683">Indicates whether the type of option selected
was a resolution feedback reply, as opposed to a standard
option. Possible values are
<strong class="ph b">true</strong>
or
<strong class="ph b">false</strong>. An
attribute of the
<code class="ph codeph">user_input_received</code>event.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d48e1680">Resolution feedback reply</td>
<td class="entry cellrowborder" headers="d48e1683">Indicates how the user replied to the
resolution feedback prompt (when the bot asks for feedback
via an “Ask if question resolved” step). Possible values are
<strong class="ph b">Resolved</strong>
or
<strong class="ph b">Unresolved</strong>. An attribute of
the
<code class="ph codeph">user_feedback_received</code>event.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
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