Understanding datasets

<p id="docs-hc-snippet" style="display: none;">
Your Zendesk data is split into differentdatasets. Each dataset contains metrics
and attributes that you can use tocreate reports. You must select a specific
dataset before you can create a report.
</p>
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<div class="body">
<p class="p">
Your Zendesk data is split into different <em class="ph i">datasets</em>.
Each dataset contains metrics and
attributes that you can use to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">create reports</a>.
You must select a specific dataset before
you can create a report.
</p>
<p class="p">
Use this article to help choose the right dataset for your reports and to
learn more
advanced information about how datasets store your business information.
</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_dataset_understand__ul_h12_zlk_jkb">
<li class="li">
<a class="xref" href="#topic_hr1_tfk_jkb">Understanding the available default datasets</a>
</li>
<li class="li">
<a class="xref" href="#topic_qgq_dmk_jkb">Understanding dataset structure</a>
</li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="Explore_dataset_understand__ul_w1b_2yq_rwb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846513050" target="_blank">Working with datasets</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831563802" target="_blank">Setting dataset permissions</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hr1_tfk_jkb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the available default datasets</h2>
<div class="body">
<p class="p">
The table below describes the datasets that are available for each product.
</p>
<div class="p">
<div class="note tip" id="topic_hr1_tfk_jkb__note_hf4_ppz_5wb">
<span class="tiptitle">Tip:</span> Need help finding the right metrics
and
attributes to measure success and make smart business decisions?
If so, check
out
<a class="xref" href="https://www.zendesk.com/blog/customer-service-metrics-matter/" target="_blank">Top 10 customer service metrics to
measure</a>.
</div>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_hr1_tfk_jkb__table_vgm_21r_rwb" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<caption>
<span class="tablecap"><span class="table--title-label">Table 1. </span>Explore default datasets</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 cellrowborder" id="d52e112" style="vertical-align: top;">Zendesk product area</th>
<th class="entry cellrowborder" id="d52e115" style="vertical-align: top;">Dataset name</th>
<th class="entry cellrowborder" id="d52e118" style="vertical-align: top;">What it contains</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e112" rowspan="5" style="vertical-align: top;">Support</td>
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Tickets</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about ticket details, like ticket ID
and
assignee. Does not include ticket update events.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594#topic_zlf_slp_4y" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Updates history</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about updates made to tickets during
their
lifetime.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594#topic_as3_slp_4y" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Backlog history</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about your unsolved tickets at the end
of a given
date.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594#topic_dfb_ydg_ndb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">SLAs</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about your service level agreement (SLA)
performance.
<p class="p">
Available only if you have tickets with SLA
policies applied. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829459866" target="_blank">Defining and using SLA
policies</a>.
</p>
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594#topic_cyq_fr4_l2b" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Group SLAs</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about your group service level agreement
(SLA)
performance.
<p class="p">
Available only if you have tickets with SLA
policies applied. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5322445643802" target="_blank">Defining group SLA
policies for internal teams</a>.
</p>
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594#topic_svt_cjx_kxb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e112" rowspan="8" style="vertical-align: top;">Knowledge</td>
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Knowledge Capture</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information to help you understand the efficiency
of
selecting articles to deflect support tickets.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155064090#topic_e45_ngh_bfb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Team Publishing</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information to help you understand your team activity
in
Guide, including when articles are created, published,
edited
and more.
<p class="p">Available only on Enterprise plans.</p>
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155064090#topic_aff_45y_jnb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Knowledge Base</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information to help you understand how often your
help center
articles are being viewed, which articles are being
voted up or
down, and more.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155064090#topic_zwt_jht_cnb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Search</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about the searches that users performed
and the
terms they searched for in your knowledge base.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155064090#topic_anj_4gj_nrb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Community</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about the activity in your community
forums,
including the number of posts and comments, upvotes
and
downvotes, community members, and more.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155064090#topic_n5d_4dj_ktb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">User session</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about user session activity from the
help center
to assess how effectively visitors are locating the
answers they
seek.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155064090#topic_cck_rlw_x2c" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Page efficiency</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about help center page analytics to pinpoint
self-service content that effectively provides answers,
as well
as content that may need enhancement.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155064090#topic_cz1_1lw_x2c" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Quick answers</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information to help you understand how your customers
interact with your help center, including what they’re
searching
for and how successfully they find answers.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155064090-Metrics-and-attributes-for-Zendesk-Knowledge#topic_jk2_x3n_13c" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e112" rowspan="3" style="vertical-align: top;">Messaging and live chat</td>
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Messaging tickets</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about all messaging channels, including
web,
mobile, and social messaging channels. Includes number
of
tickets, resolution times, satisfaction, and more.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724624097818" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Engagement</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about your customer engagement using
Chat.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149177242#topic_r34_grl_mfb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Chat Concurrency</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about your agents' handling of concurrent
chat
engagements.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149177242#topic_ecm_gdp_mrb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e112" style="vertical-align: top;">Voice</td>
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Calls</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about your call center and agent
activity.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409156145434" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e112" rowspan="2" style="vertical-align: top;">Answer Bot</td>
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Article Recommendations</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about the performance of help center
articles
automatically recommended to customers.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824748698#topic_u23_1rs_crb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Flow Builder</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about bot performance across Zendesk
channels.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824748698#topic_mxt_wqs_crb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e112" rowspan="5" style="vertical-align: top;">Omnichannel</td>
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Agent state</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about how groups and agents spend their
time
across channels.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600290657434#topic_vyt_whf_2xb" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Agent state daily</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
<p class="p">
Information about how groups and agents spend
their time
across channels, aggregated daily.
</p>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600290657434#topic_t4m_xhf_2xb" target="_blank">Full list of metrics and
attributes</a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Agent productivity</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
<p class="p">
Information about work items offered and assigned
to
agents and how agents used their capacity.
</p>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600290657434#topic_v33_zw2_z1c" target="_blank">Full list of metrics and
attributes</a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Custom queues</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about queue volume and efficiency over
time. For
example, the maximum, minimum, and average of queue
wait
time.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9046662025498" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Engagement</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about agent contributions in any given
ticket.
Includes metrics like engagement duration and assignment
to
first reply time.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204180217498" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e112" rowspan="5" style="vertical-align: top;">AI</td>
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Generative AI agent tools</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about agents’ usage of the following
generative
AI features:
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362#topic_ky3_wvc_3xb" target="_blank">summarize</a>,
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362#topic_r5d_xvc_3xb" target="_blank">expand</a>,
and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362#topic_w25_xvc_3xb" target="_blank">make more friendly and make
more formal</a>.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6961660060186" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Intelligent triage</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Metrics and attributes that relate to tickets enriched
with
topic, language, and sentiment.<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6961660060186" target="_blank">Full list of metrics and
attributes</a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Copilot suggestions</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about how agents engage with Zendesk
AI
copilot-powered suggestions, including similar tickets,
merging
suggestions, suggested macros, suggested replies,
and quick
answers.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6961660060186#topic_jly_x2d_mfc" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">Copilot auto assist</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about how agents are using auto assist
and
checking procedure adoption, ticket volume, number
of executed
actions, and acceptance rate.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6961660060186" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e115" style="vertical-align: top;">AI agents - Essential</td>
<td class="entry cellrowborder" headers="d52e118" style="vertical-align: top;">
Information about key performance metrics of your
AI agents,
including customer satisfaction and the content AI
agents
reference to generate answers.
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6961660060186-Metrics-and-attributes-for-Zendesk-AI#topic_ev4_myx_j3c" target="_blank">Full list of metrics and
attributes</a>
</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_qgq_dmk_jkb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding dataset structure</h2>
<div class="body">
<p class="p">
Explore datasets contain all of the available information for your product.
To query
your data efficiently and avoid duplicate or inconsistent data, Explore
groups your
data into multiple data tables. You can think of a data table as a kind
of "box" in
which your data is stored. Each data table is not isolated; instead,
they're joined
to one another by
<em class="ph i">connection points special attributes</em> that act as
unique
identifiers for each row of data in the table.
</p>
<p class="p">
In the example diagram below, ticket data is stored in the
<strong class="ph b">Tickets</strong> data table
and user data is stored in a separate <strong class="ph b">Users</strong>
data table. These data tables are
joined in the datasets using connection points special attributes.
</p>
<p class="p">
For example, <strong class="ph b">Ticket ID</strong> is the connection
point for the <strong class="ph b">Ticket</strong> data
table, but <strong class="ph b">Requester ID</strong> is the connection
point for the <strong class="ph b">Users</strong> table.
</p>
<p class="p">
<img class="image img-screenshot" id="topic_qgq_dmk_jkb__image_hc2_2wr_xkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Dataset_schemas__Online_Whiteboard_for_Visual_Collaboration.png" width="800">
</p>
<p class="p" dir="ltr">
When a user runs a report, Explore determines which tables contain the
required metrics and attributes and whether the tables need to be joined.
If the
required metrics and attributes are located in one table, then no connections
(or
joins) are made. An example of this is a report that counts ticket IDs
by
status.
</p>
<p class="p" dir="ltr">
However, if the required metrics and attributes are in multiple data
tables, then the tables will be joined. An example of this is a report
that counts
ticket updates by assignee name. In this case, the
<strong class="ph b">Ticket updates</strong>,
<strong class="ph b">Tickets</strong>, and
<strong class="ph b">Users</strong> tables are joined to generate the
result.
</p>
<p class="p" dir="ltr">
Explore data tables are connected using the LEFT JOIN method. This means
that when the tables are joined, the report returns all rows from the
table on the
left, even if there are no matches from the table on the right. In the
example
above, a count of ticket IDs by assignee name will return all tickets
with or
without an assignee.
</p>
<p class="p" dir="ltr">
In some cases, it's technically not possible to store data in multiple
data
tables due to the high volume of the data or high speed of the report
execution
required. An example of this is the Backlog dataset. This uses only one
table for
storing data.
</p>
</div>
</div>
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