Metrics and attributes for Zendesk AI


The Zendesk AI datasets help you examine and produce reports about your use of Zendesk AI features. This article lists all the available elements for the datasets.


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Copilot









The Zendesk AI datasets help you examine and produce reports about your use of Zendesk AI
features. This article lists all the available elements for the datasets.
This article contains the following topics:
Copilot auto assist dataset
Copilot suggestions dataset
Generative AI agent tools dataset
Intelligent triage dataset
AI agents - Essential dataset




Copilot auto assist dataset

This section contains the following topics:

Copilot auto assist metrics
Copilot auto assist attributes


Note: This dataset retains data only from the previous 90 days.


Copilot auto assist metrics

This section lists and defines the metrics available in the Copilot auto assist
dataset.
Actions and action flows are planned to be added to the dataset at a later stage.
Currently, only standard actions data is available in this dataset.









Metric
Definition
Formula


Auto assists
The number of auto assist interactions that were
shown to agents.
[Auto assist ID]


Applied auto assists
The number of auto assist interactions that were applied to
the ticket by agents through accepting or editing them.
IF [Auto assist status]!="Dismissed" THEN [Auto assist ID]
ENDIF


Accepted auto assists
Auto assist interactions that were accepted by
agents.
IF [Auto assist status]="Accepted" THEN [Auto assist ID]
ENDIF


Edited auto assists
Auto assist interactions that were edited by agents.
IF [Auto assist status]="Edited" THEN [Auto assist ID]
ENDIF


Dismissed auto assists
Auto assist interactions that were dismissed by
agents.
IF [Auto assist status]="Dismissed" THEN [Auto assist ID]
ENDIF


% Acceptance rate
Auto assist interactions that were accepted or edited,
divided by the total number of auto assist interactions
shown.
D_COUNT(Applied auto assists)/D_COUNT(Auto assists)


% Dismissal rate
Auto assist interactions that were dismissed divided by the
total number of auto assist interactions shown.
D_COUNT(Dismissed auto assists)/D_COUNT(Auto assists)


Suggestions
The number of auto assist suggestions that were shown to
agents.
[Suggestion ID]


Applied suggestions
The number of auto assist suggestions that were applied to
the ticket by agents through accepting or editing them.
IF [Suggestion status]!="Dismissed" THEN [Suggestion ID]
ENDIF


Accepted suggestions
The number of auto assist suggestions that were accepted by
agents.
IF [Suggestion status]="Accepted" THEN [Suggestion ID]
ENDIF


Edited suggestions
The number of auto assist suggestions that were edited by
agents.
IF [Suggestion status]="Edited" THEN [Suggestion ID]
ENDIF


Dismissed suggestions
The number of auto assist suggestions that were dismissed by
agents.
IF [Auto assist status]="Dismissed" THEN [Suggestion ID]
ENDIF


% Suggestion acceptance rate
The number of auto assist suggestions that were accepted or
edited, divided by the total number of auto assist interactions
shown.
COUNT(Applied suggestions)/COUNT(Suggestions)


Auto assist tickets
The number of tickets where auto assist was provided at least
once.
[Auto assist ticket ID]


Applied auto assist tickets
The number of tickets where auto assist was applied at least
once.
IF [Auto assist status]!="Dismissed" THEN [Auto assist ticket
ID] ENDIF


Accepted auto assist tickets
The number of tickets where auto assist suggestion was
accepted at least once
IF [Auto assist status]="Accepted" THEN [Auto assist ticket
ID] ENDIF


Edited auto assist tickets
The number of tickets where auto assist suggestion was edited
at least once.
IF [Auto assist status]="Edited" THEN [Auto assist ticket ID]
ENDIF


Dismissed auto assist tickets
The number of tickets where auto assist suggestion was
dismissed at least once.
IF [Auto assist status]="Dismissed" THEN [Auto assist ticket
ID] ENDIF


Tickets with all auto assists accepted
The number of solved tickets that had all auto assist
interactions accepted by the agents.
D_COUNT(Auto assist tickets)-D_COUNT(Dismissed auto assist
tickets)


Tickets
The total number of tickets.
[Ticket ID]


Good satisfaction tickets
The number of tickets with a good satisfaction
rating.
IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID]
ENDIF


Rated satisfaction tickets
Tickets that were rated either bad or good by the
requester.
IF ([Ticket satisfaction rating]="Good" OR [Ticket
satisfaction rating]="Bad") THEN [Ticket ID] ENDIF


% Satisfaction score
The percentage of satisfaction surveys rated good.
D_COUNT(Good satisfaction tickets)/D_COUNT(Rated satisfaction
tickets)


Agent replies
The number of public replies added to a ticket by an
agent.



Assignee stations
The number of agents a ticket has been assigned to.



Group station
The number of groups a ticket has been assigned to.



Reopens
The number of times a ticket was reopened.



Agents
The number of active agents and administrators in your
Zendesk account.
[Agent ID]


Agents used auto assist
The number of agents who used auto assist at least once by
accepting, editing or dismissing it.
[Auto assist agent ID]


First reply time (min)
The duration in minutes between when the ticket was created
and the first public agent reply on the ticket.
VALUE(First reply time (min))


First reply time (hrs)
The duration in days between when the ticket was created and
the first public agent reply on the ticket.
VALUE(First reply time (min))/60


First reply time (days)
The duration in hours from when the ticket was created to its
latest resolution.
VALUE(First reply time (min))/60/24


Full resolution time (min)
The duration in hours between when the ticket was created and
the first public agent reply on the ticket.
VALUE(Full resolution time (min))


Full resolution time (hrs)
The duration in minutes from when the ticket was created to
its latest resolution.
VALUE(Full resolution time (min))/60


Full resolution time (days)
The duration in days from when the ticket was created to its
latest resolution.
VALUE(Full resolution time (min))/60/24







Copilot auto assist attributes

This section lists and defines the attributes available in the Copilot auto
assist dataset.








Attribute
Definition


Auto assist ID
The auto assist interaction ID.


Auto assist status
The status of the auto assist interaction: Accepted, Edited
or Dismissed.


Auto assist procedure
The auto assist procedure. See Creating procedures for auto
assist.


Auto assist agent ID
The user ID of the agent who interacted with the auto
assist.


Auto assist ticket ID
The ID of the ticket on which auto assist was
provided.


Suggestion ID
The auto assist suggestion ID.


Suggestion status
The status of the auto assist suggestion: Accepted, Edited or
Dismissed.


Suggestion type
The type of the auto assist suggestion: Reply or
Action.


Suggestion default action
The name of the auto assist suggestion action.


Suggestion edited by
Who the auto assist suggestion was edited by: Agent, App, or
Agent and app.


Suggestion edited app ID
If the auto assist suggestion was updated by an app, this
attribute returns the ID of the app.


Ticket ID
The ID number of the ticket.


Ticket status
The current status of the ticket. Values: New, Open, Pending,
On-Hold, Solved, Closed.


Ticket custom status name
The name of a custom ticket status. This attribute appears
only if you've enabled custom ticket
statuses.


Ticket custom status category
The category that a custom ticket status is mapped to. This
attribute appears only if you've enabled custom ticket
statuses.


Ticket custom status state
Returns true if a custom ticket status is active, or false if
a custom ticket status is deactivated.


Ticket group
Name of the group where the ticket is currently
assigned.


Ticket assignee
The name of the latest ticket assignee.


Ticket brand
The brand associated with the ticket.


Ticket channel
The channel that initiated creation of the ticket.


Ticket form
The current ticket form used on the ticket.


Ticket organization
The name of the organization associated with the
ticket.


Ticket priority
The ticket's priority.


Ticket problem ID
The ID of the ticket defined as a problem ticket.


Ticket requester
The name of the user who is asking for support through a
ticket.


Ticket satisfaction rating
The satisfaction rating left by the customer on the ticket.
Values: Good, Bad, Offered, Unoffered.


Ticket subject
The subject of the ticket.


Ticket support type
Identifies whether tickets were resolved by an AI agent or a
human agent. Possible values are Agent and AI agent.


Ticket tags
Any tags associated with the ticket.


Ticket type
The type of ticket. Values: Question, Incident, Problem,
Task.


Sharing agreement inbound
Affiliated instances of Zendesk Support and companies who
share tickets with current instance of Zendesk Support.


Sharing agreement outbound
Affiliated instances of Zendesk Support and companies tickets
are shared with.


Agent name
The name of the agent.


Agent role
The role of the agent.


Agent ID
The user ID of the agent.


Agent email
The email address of the agent.


Agent locale
The locale of the agent.


Agent status
The user status of the agent.


Agent tags
A list of tags associated with the agent.


Agent time zone
The time zone of the agent.


Time - Auto assist provided
The time when auto assist was provided to the agent.


Time - Ticket created
The time when a ticket was created.


Time - Ticket solved
The time when a ticket was solved.


Time - Ticket updated
The time when a ticket was last updated.








Copilot suggestions dataset

The Copilot suggestions dataset lists the metrics and attributes you can use to create reports to measure the engagement and performance
of the following Copilot features: similar tickets, merging suggestions, quick answers, suggested replies, and suggested macros.
This dataset is used to create reports in the AI suggestions tab of the Zendesk Copilot: Agent productivity prebuilt
dashboard.
This section contains the following topics:

Copilot suggestions metrics
Copilot suggestions attributes



Copilot suggestions metrics

This section lists and defines the metrics available in the Copilot suggestions
dataset.









Metric
Definition
Formula


Suggestions
The number of AI suggestions shown to agents. AI
suggestions include similar tickets, merging suggestions,
quick answers, suggested first replies, and suggested
macros. Auto assist suggestions aren't included.

[Suggestion ID]


Accepted suggestions
The number of AI suggestions accepted by agents.
A similar ticket
suggestion is considered accepted when a user opens or
hovers over at least one of the suggested similar
tickets.
A merging
suggestion is considered accepted when the
user merges at least one of the suggested tickets.
A quick answer
is considered accepted when a user gives it a thumbs-up
or copies it to the conversation.
A suggested first
reply is counted as accepted when a user
presses Tab to accept the suggestion. Acceptance also
includes suggestions which were accepted and edited by
agents.
A suggested
macro is considered accepted when a user
applies a suggested macro.


IF [Suggestion status]="Accepted" THEN [Suggestion ID]
ENDIF


Ignored suggestions
The number of AI suggestions that were not accepted by
agents.
IF [Suggestion status]="Ignored" THEN [Suggestion ID]
ENDIF


% Acceptance rate
The number of AI suggestions that were accepted, divided by
the total number of AI suggestions shown.
COUNT(Accepted suggestions)/COUNT(Suggestions)


AI suggestions tickets
The number of tickets with an AI suggestion shown at least
once.
[Suggestion ticket ID]


Accepted AI suggestions tickets
The number of tickets where an AI suggestion was accepted at
least once.
IF [Suggestion status]="Accepted" THEN [Suggestion ticket ID]
ENDIF


Tickets with all AI suggestions ignored
The number of tickets where no AI suggestion was
accepted.
D_COUNT(AI suggestion tickets)-D_COUNT(Accepted AI suggestion
tickets)


Tickets
The total number of tickets.
[Ticket ID]


Good satisfaction tickets
The number of tickets with a good satisfaction
rating.
IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID]
ENDIF


Rated satisfaction tickets
Tickets that were rated either bad or good by the
requester.
IF ([Ticket satisfaction rating]="Good" OR [Ticket
satisfaction rating]="Bad") THEN [Ticket ID] ENDIF


% Satisfaction score
The percentage of satisfaction surveys rated good.
COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction
tickets)


Agent replies
The number of public replies added to a ticket by an
agent.
(Agent replies)


Assignee stations
The number of agents a ticket has been assigned to.
(Assignee stations)


Group station
The number of groups a ticket has been assigned to.
(Group stations)


Reopens
The number of times a ticket was reopened.
(Reopens)


Agents
The number of active agents and administrators in your
Zendesk account.
[Agent ID]


Agents used AI suggestions
The number of agents who used AI suggestions at least once by
accepting or ignoring it.
[Suggestion agent ID]


First reply time (min)
The duration in minutes between when the ticket was created
and the first public agent reply on the ticket.
[First reply time (min)]


Full resolution time (min)
The duration in minutes from when the ticket was created to
its latest resolution.
[Full resolution time (min)]


First reply time (hrs)
The duration in hours between when the ticket was created and
the first public agent reply on the ticket.
VALUE(First reply time (min))/60


Full resolution time (hrs)
The duration in hours from when the ticket was created to its
latest resolution.
VALUE(Full resolution time (min))/60


First reply time (days)
The duration in days between when the ticket was created and
the first public agent reply on the ticket.
VALUE(First reply time (min))/60/24


Full resolution time (days)
The duration in days from when the ticket was created to its
latest resolution.
VALUE(Full resolution time (min))/60/24







Copilot suggestions attributes

This section lists and defines the attributes available in the Copilot
suggestions dataset.








Attribute
Definition


Suggestion ID
The unique ID for the AI suggestion.


Suggestion status
The status of the AI suggestion. Values can be Accepted or
Ignored.


Suggestion type
The type of the AI suggestion. Values can be suggested macros,
suggested first
replies, similar tickets, merging suggestions,
or quick answers.


Suggestion agent ID
The user ID of the agent who interacted with the AI
suggestion.


Suggestion ticket ID
The ID of the ticket on which AI suggestion was
provided.


Ticket ID
The ID number of the ticket.


Ticket status
The current status of the ticket. Values can be New, Open,
Pending, On-Hold, Solved or Closed.


Ticket custom status name
The name of a custom ticket status. This attribute appears
only if you've activated custom ticket
statuses.


Ticket custom status category
The category that a custom ticket status is mapped to. This
attribute appears only if you've activated custom ticket
statuses.


Ticket custom status state
Returns true if a custom ticket status is active, or false if
a custom ticket status is deactivated.


Ticket group
Name of the group where the ticket is currently
assigned.


Ticket assignee
The name of the latest ticket assignee.


Ticket brand
The brand associated with the ticket.


Ticket channel
The channel that initiated creation of the ticket.


Ticket form
The current ticket form used on the ticket.


Ticket organization
The name of the organization associated with the
ticket.


Ticket priority
The ticket's priority.


Ticket problem ID
The ID of the ticket defined as a problem ticket.


Ticket requester
The name of the user who is asking for support through a
ticket.


Ticket satisfaction rating
The satisfaction rating left by the customer on the ticket.
Values can be Good, Bad, Offered, Unoffered.


Ticket subject
The subject of the ticket.


Ticket support type
Identifies whether tickets were resolved by an AI agent or a
human agent. Possible values are Agent and AI agent.


Ticket tags
Any tags associated with the ticket.


Ticket type
The type of ticket. Values can be Question, Incident,
Problem, Task.


Sharing agreement inbound
Affiliated instances of Zendesk Support and companies who
share tickets with current instance of Zendesk Support.


Sharing agreement outbound
Affiliated instances of Zendesk Support and companies tickets
are shared with.


Agent name
The name of the agent.


Agent role
The role of the agent.


Agent ID
The user ID of the agent.


Agent email
The email address of the agent.


Agent locale
The locale of the agent.


Agent status
The user status of the agent.


Agent tags
A list of tags associated with the agent.


Agent time zone
The time zone of the agent.


Time - AI suggestion provided
A collection of attributes that return the time an AI
suggestion was provided to an agent.


Time - Ticket created
A collection of attributes that return the time of the ticket
creation.


Time - Ticket solved
A collection of attributes that return the time of the ticket
resolution.


Time - Ticket last updated
A collection of attributes that return the time of the last
ticket update.








Generative AI agent tools dataset

The Generative AI agent tools dataset lists the metrics and attributes you can use to
create reports based on agents’ usage of
the following generative AI features: summarize, expand, and make more friendly and make more formal.
This dataset is used to create reports included in the AI agent tools tab of the
Zendesk Copilot: Agent productivity prebuilt
dashboard.
This dataset is also used to create the reports included in the Generative AI Agent Tools prebuilt dashboard.
The Generative AI agent tools dashboard will be removed in
September 2025 as part of the Dashboard Builder transition
process.

This section contains the following topics:

Generative AI agent tools metrics
Generative AI agent tools attributes



Note: This dataset retains data only from the previous 1200
days. Data is available from August 7th, 2025, onwards.



Generative AI agent tools metrics

This section lists and defines the metrics available in the Generative AI agent
tools dataset.










Metric
Definition
Formula


Tickets
The total number of tickets.
[Ticket ID]


Tickets - No AI
The number of tickets that did not use any AI
tools.
IF ([ai_tool_usage_use_case] = NULL) THEN
[Ticket ID] ENDIF


Tickets - AI used
The number of tickets that used any AI tools, whether by an agent proactively or by the system proactively.
IF ([ai_tool_usage_use_case] != NULL) THEN
[Ticket ID] ENDIF


First assignment to resolution time
(min)
The duration in minutes between the first agent
assignment and the ticket resolution.
DATE_DIFF([Ticket solved - Timestamp],[Ticket
first assigned - Timestamp], "nb_of_minutes")


Full resolution time (min)
The duration in minutes between ticket creation
and its latest resolution.
VALUE(Full resolution time (min))


First reply time (min)
The duration in minutes between ticket creation
and the first public agent reply on the ticket.
VALUE(First reply time (min))


Requester wait time (min)
The total combined time in minutes the ticket
was in the New, Open, and On-hold statuses. It measures how
long a requester was waiting for the agent to reply.
VALUE(Requester wait time (min))


First assignment to resolution time
(hrs)
The time in hours between the first agent
assignment and the ticket resolution.
DATE_DIFF([Ticket solved - Timestamp],[Ticket
first assigned - Timestamp], "nb_of_hours")


Full resolution time (hrs)
The duration in hours between ticket creation
and its latest resolution.
VALUE(Full resolution time (min))/60


First reply time (hrs)
The duration in hours between ticket creation
and the first public agent reply on the ticket.
VALUE(First reply time (min))/60


Requester wait time (hrs)
The total combined time in hours the ticket was
in the New, Open, and On-hold statuses. It measures how long
a requester was waiting for the agent to reply.
VALUE(Requester wait time (min))/60


Full resolution time (days)
The duration in days between ticket creation
and its latest resolution.
VALUE(Full resolution time (min))/60/24


First assignment to resolution time
(days)
The time in days between the first agent
assignment and resolution of the ticket.
DATE_DIFF([Ticket solved - Timestamp],[Ticket
first assigned - Timestamp], "nb_of_days")


Requester wait time (days)
The total combined time in days the ticket was
in the New, Open, and On-hold statuses. It measures how long
a requester was waiting for the agent to reply.
VALUE(Requester wait time (min))/60/24


First reply time (days)
The duration in days between ticket creation
and the first public agent reply on the ticket.
VALUE(First reply time (min))/60/24


Full resolution time - No AI Usage Tickets
(days)
The duration in days between ticket creation
and its latest resolution for tickets that did not use AI
tools.
IF ([ai_tool_usage_use_case] = NULL) THEN
VALUE(Full resolution time (min))/60/24 ENDIF


Full resolution time - AI Usage Tickets
(days)
The duration in days between ticket creation
and its latest resolution for tickets that used AI
tools.
IF ([ai_tool_usage_use_case] != NULL) THEN
VALUE(Full resolution time (min))/60/24 ENDIF


First reply time - Business hours (min)
The duration in minutes between ticket creation
and the first public agent reply on the ticket within
business hours.
VALUE(First reply time - Business hours (min))


Full resolution time - Business hours
(min)
The duration in minutes between ticket creation
and its latest resolution within business hours.
VALUE(Full resolution time - Business hours
(min))


Requester wait time - Business hours
(min)
The total combined time in minutes the ticket
was in the New, Open, and On-hold statuses within business
hours. It measures how long a requester was waiting for the
agent to reply within business hours.
VALUE(Requester wait time - Business hours (min))


First reply time - Business hours (hrs)
The duration in hours between ticket creation
and the first public agent reply on the ticket within
business hours.
VALUE(First reply time - Business hours
(min))/60


Full resolution time - Business hours
(hrs)
The duration in hours between ticket creation
and its latest resolution within business hours.
VALUE(Full resolution time - Business hours
(min))/60


Requester wait time - Business hours
(hrs)
The total combined time in hours the ticket was
in the New, Open, and On-hold statuses within business
hours.
VALUE(Requester wait time - Business hours
(min))/60


Public comments
The number of public comments posted on the
ticket.
[public_comment_ticket_update_id]


Public comments per ticket
The number of public comments posted per ticket.
DCOUNT_VALUES([public_comment_ticket_update_id]) /
DCOUNT_VALUES([Ticket ID])


Agent comments
The number of comments posted on the ticket by
agents.
[agent_comment_ticket_update_id]


Agent comments per ticket
The number of agent comments posted per ticket.
COUNT(Agent comments]) / COUNT([Ticket ID])


Good satisfaction tickets
The number of tickets that were rated as Good
by the requester (end user).
IF ([Ticket satisfaction rating]="Good") THEN
[Ticket ID] ENDIF


Rated satisfaction tickets
The number of tickets that were rated as Bad or
Good by the requester (end user).
IF ([Ticket satisfaction rating]="Good" OR
[Ticket satisfaction rating]="Bad") THEN [Ticket ID]
ENDIF


% Satisfaction score
The percentage of the tickets that were rated
as Good by the requester (end user) from the total amount of
satisfaction-rated tickets.
COUNT(Good satisfaction tickets)/COUNT(Rated
satisfaction tickets)


Summarize ticket
The number of times a ticket summary is
generated by an agent.
IF ([ai_tool_usage_use_case] = 4) THEN
[ai_tool_usage_object_id] ENDIF


Expand text
The number of times the expand feature is
applied to a comment in the composer by an agent.
IF ([ai_tool_usage_use_case] = 3) THEN
[ai_tool_usage_object_id] ENDIF


Tone shift - Any
The number of times the tone shift features
(make more friendly or make more formal) are applied to a
comment in the composer by an agent.
IF ([ai_tool_usage_use_case] = 2 OR
[ai_tool_usage_use_case] = 1 ) THEN
[ai_tool_usage_object_id] ENDIF


Tone shift - Formal
The number of times the tone shift feature
(make more formal) is applied to a comment in the composer
by an agent.
IF ([ai_tool_usage_use_case] = 1) THEN
[ai_tool_usage_object_id] ENDIF


Tone shift - Friendly
The number of times the tone shift feature
(make more friendly) is applied to a comment in the composer
by an agent.
IF ([ai_tool_usage_use_case] = 2) THEN
[ai_tool_usage_object_id] ENDIF


AI tool usage event id
The AI tool usage event ID. Used to count the
number of times an agent AI tool was used.
[ai_tool_usage_object_id]








Generative AI agent tools attributes

This section lists and defines the attributes available in the Generative AI
agent tools dataset.









Attribute
Definition


AI usage type
The AI tool usage type. Possible values include
No AI Usage, Make more formal, Make
more friendly, Expand, and
Summarize.


AI usage - Ticket ID

The ticket ID associated with the AI tool
usage.
Note: If an agent uses any AI tools on a
new ticket before submitting their first comment, no
associated ticket ID is recorded because no ticket ID
exists until the agent clicks Submit. However, the AI
tool usage is still counted as part of the AI usage
type metric.



Agent name
The name of the agent who used the AI
tool.


Ticket ID
The ID of the ticket.


Ticket status
The status of the ticket. Possible values
include New, Open, Pending,
On-hold, Solved, and
Closed.


Ticket group
The group to which the ticket belongs.


Ticket brand
The brand of the ticket.


Ticket channel
The channel a ticket was created from.


Ticket form
The current ticket form used on the ticket.


Ticket priority
The ticket's priority.


Ticket problem ID
The IDs of the ticket defined as a problem
ticket.


Ticket assignee
The name of the assignee.


Ticket requester
The name of the user who is asking for support through a
ticket.


Ticket subject
The subject line (title) of a ticket.


Ticket support type
Identifies whether tickets were resolved by an AI agent
or a human agent. Possible values are Agent and AI agent.



Ticket tags
The tags associated with the ticket.


Ticket type
The ticket type: Question, Incident, Problem, or
Task.


Ticket organization name
The name of the organization associated with the
ticket.


Ticket satisfaction rating
The satisfaction rating left by the customer on
the ticket. Possible values include Good, Bad,
Offered, and Unoffered.


Ticket brand
The brand to which the ticket belongs.


Time - Ticket first assigned
Includes a number of attributes that return the
time when a ticket was first assigned to an agent in the
ticket history in various time measurements.


Time - Ticket solved
Includes a number of attributes that return the
time the ticket was last solved in various time
measurements.


Time - Ticket created
Includes a number of attributes that return the
time when the ticket was created in various time
measurements.


Time - AI tool used
Includes a number of attributes that return the
time when the AI tool was used in various time
measurements.









Intelligent triage dataset

The Intelligent triage dataset contains metrics and attributes that relate to tickets
enriched with topic, language, and sentiment. This section lists all the available
elements for the dataset.
This section contains the following topics:

Intelligent triage metrics
Intelligent triage attributes




Intelligent triage metrics

This section lists and defines all metrics available in the Intelligent triage
dataset.









Metric
Definition
Formula




Tickets
The total number of tickets
[Ticket ID]


Solved tickets
The number of solved or closed tickets.
IF ([tickets_status] = "Solved" OR [tickets_status] = "Closed")
THEN [Ticket ID] ENDIF


One-touch tickets
The number of tickets that were solved after one agent
reply.
IF (VALUE(Agent replies) <2 AND ([tickets_status] = "Solved"
OR [tickets_status] ="Closed")) THEN [Ticket ID] ENDIF


Two-touch tickets
The number of tickets that were solved after two agent
replies.
IF (VALUE(Agent replies) =2 AND ([tickets_status] = "Solved" OR
[tickets_status] ="Closed")) THEN [Ticket ID] ENDIF


Multi-touch tickets
The number of tickets that were solved after more than two agent
replies.
IF (VALUE(Agent replies) >2 AND ([tickets_status] = "Solved" OR
[tickets_status] ="Closed")) THEN [Ticket ID] ENDIF


% One-touch tickets
The percentage of tickets that were solved after one agent
reply.
COUNT(One-touch tickets)/COUNT(Solved tickets)


% Two-touch tickets
The percentage of tickets that were solved after two agent
replies.
COUNT(Two-touch tickets)/COUNT(Solved tickets)


% Multi-touch tickets
The percentage of tickets that were solved after more than two
agent replies.
COUNT(Multi-touch tickets)/COUNT(Solved tickets)


Agent replies
The number of public replies added to a ticket by an
agent.
(Agent replies)


Good satisfaction tickets
The number of tickets with a good satisfaction rating.
IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID]
ENDIF


Rated satisfaction tickets
Tickets that were rated either bad or good by the
requester.
IF ([Ticket satisfaction rating]="Good" OR [Ticket satisfaction
rating]="Bad") THEN [Ticket ID] ENDIF


% Satisfaction score
The percentage of satisfaction surveys rated good.
COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction
tickets)


% Enriched
The number of tickets enriched divided by the total number of
tickets.
COUNT(Enriched tickets)/COUNT(Tickets)


Group stations
The number of groups a ticket has been assigned to.
(Group stations)


Assignee stations
The number of agents a ticket has been assigned to.
(Assignee stations)


Sentiment rating
Sentiment ratings for all sentiment-enriched tickets.
(Sentiment rating)


First reply time (sec)
The duration in seconds between ticket creation and the first
public agent reply on the ticket.
(First reply time (sec))


First reply time (min)
The duration in minutes between ticket creation and the first
public agent reply on the ticket.
(First reply time (min))


Full resolution time (min)
The duration in minutes from when the ticket was created to its
latest resolution.
(Full resolution time (min))


Requester wait time (min)
The number of minutes a ticket spends in the New, Open, and
On-hold statuses. This number is measured only after a ticket's
status changes from New/Open/On-hold to Pending/Solved/Closed. See
Requester wait time for
further explanation.
(Requester wait time (min))


First assignment to resolution time (min)
The duration in minutes between the first agent assignment and
the resolution of the ticket.
DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned -
Timestamp], "nb_of_minutes")


First reply time (hrs)
The duration in hours between when the ticket was created and the
first public agent reply on the ticket.
VALUE(First reply time (min))/60


Full resolution time (hrs)
The duration in hours from when the ticket was created to its
latest resolution.
VALUE(Full resolution time (min))/60


First assignment time (hrs)
The time in hours between when a ticket was created and the first
time it was assigned to an agent.
DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created -
Timestamp], "nb_of_hours")


Requester wait time (hrs)
The number of hours a ticket spends in the New, Open, and On-hold
statuses. This number is measured only after a ticket's status
changes from New/Open/On-hold to Pending/Solved/Closed. See Requester wait time for
further explanation.
VALUE(Requester wait time (min))/60


First assignment to resolution time (hrs)
The duration in hours between the first agent assignment and the
resolution of the ticket.
DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned -
Timestamp], "nb_of_hours")


Full resolution time (days)
The duration in days from when the ticket was created to its
latest resolution.
VALUE(Full resolution time (min))/60/24


First reply time (days)
The duration in days between when the ticket was created and the
first public agent reply on the ticket.
VALUE(First reply time (min))/60/24


First assignment time (days)
The time in days between when a ticket was created and the first
time it was assigned to an agent.
DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created -
Timestamp], "nb_of_days")


Requester wait time (days)
The number of days a ticket spends in the New, Open, and On-hold
statuses. This number is measured only after a ticket's status
changes from New/Open/On-hold to Pending/Solved/Closed.
VALUE(Requester wait time (min))/60/24


First assignment to resolution time (days)
The duration in days between the first agent assignment and the
resolution of the ticket.
DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned -
Timestamp], "nb_of_days")


First reply time - Business hours (min)
The duration in minutes between when the ticket was created and
the first public agent reply on the ticket within business
hours.
(First reply time - Business hours (min))


Full resolution time - Business hours (min)
The duration in minutes between when the ticket was created and
its latest resolution within business hours.
(Full resolution time - Business hours (min))


Requester wait time - Business hours (min)
The number of minutes a ticket spends in the New, Open, or
On-hold status during business hours. This number is measured only
after a ticket's status changes from New/Open/On-hold to
Pending/Solved/Closed. See Requester wait time for further
explanation.
(Requester wait time - Business hours (min))


First reply time - Business hours (hrs)
The duration in hours between when the ticket was created and the
first public agent reply on the ticket within business
hours.
VALUE(First reply time - Business hours (min))/60


Full resolution time - Business hours (hrs)
The duration in hours between when the ticket was created and its
latest resolution within business hours.
VALUE(Full resolution time - Business hours (min))/60


Requester wait time - Business hours (hrs)
The number of hours a ticket spends in the New, Open, or On-hold
status during business hours. This number is measured only after a
ticket's status changes from New/Open/On-hold to
Pending/Solved/Closed. See Requester wait time for further
explanation.
VALUE(Requester wait time - Business hours (min))/60







Intelligent triage attributes

This section lists and defines all attributes available in the Intelligent triage
dataset.








Attribute
Definition




Ticket enriched
If the ticket is enriched with topic, language, or sentiment, returns True;
otherwise, returns False.


Topic (Intent) category
The category of the topic (intent).


Topic (Intent) subcategory
The subcategory of the topic (intent).


Intent
The name of the intent.


Topic (Intent) confidence
The confidence level of the topic (intent) classification, Low, Medium, or High.


Topic (Intent) classification added
Indicates if a classification was added for the topic (intent), True or False.


Entity
The name of the entity. For example, "Product".


Entity value
The name of the value classified on the ticket. For example,
"Washing machine V23".


Entity classification added
Indicates if an entity was classified.


Time - Entity classified
The time when the entity was classified on the ticket.


Sentiment confidence
The confidence level of the sentiment classification, Low, Medium, or High.


Sentiment rating
The ticket's sentiment rating. One of:
1 - Very negative
2 - Negative
3 - Neutral
4 - Positive
5 - Very positive




Sentiment classification added
Indicates if a classification was added for the sentiment, True or False.


Sentiment
The classified sentiment level, Negative, Neutral, or
Positive.


Language
The language that intelligent triage classified for the
ticket.


Language confidence
The confidence level of the language classification, Low, Medium, or High.


Language classification added
Indicates if a classification was added for the language, True or False.


Ticket ID
The ID number of the ticket.


Ticket status
The status of the ticket.


Ticket group
Name of the group where the ticket is assigned.


Ticket channel
The channel a ticket was created from. For more information about
the ticket channels Explore collects, see Understanding ticket channels in
Explore.


Ticket form
The current ticket form used on the ticket.


Ticket priority
The ticket's priority.


Ticket subject
The subject of the ticket.


Ticket support type
Identifies whether tickets were resolved by an AI agent or a
human agent. Possible values are Agent and AI agent.


Ticket tags
The tags associated with the ticket. For important information
about filtering reports using tags, see Reporting on ticket tags using
filters.


Ticket type
The ticket type: Question, Incident, Problem, or Task.


Ticket brand
The brand of the ticket.


Assignee name
The name of the assignee. Values for this attribute (and for the
other Assignee attributes below) include users who currently have an
agent or admin role, as well as users who previously had an agent or
admin role and were assigned to a ticket at least once.


Submitter role
The role of the submitter, either admin, agent, or end
user.


Ticket satisfaction rating
The satisfaction rating left by the customer on the ticket.
Values: Good, Bad, Offered, Unoffered.


Assignee stations
The number of agents to whom the ticket was assigned.


Time - Ticket created
Includes a number of attributes that return the time and date
when the ticket was created in various time measurements.


Time - Ticket solved
Includes a number of attributes that return the time and date
when the ticket was most recently solved in various time
measurements.


Time - Ticket first assigned
The time when the ticket was first assigned to an agent.







AI agents - Essential dataset

This section contains the following topics:

AI agents - Essential metrics
AI agents - Essential attributes



AI agents - Essential metrics

This section lists and defines the metrics available in the AI agents -
Essential dataset.









Metric
Definition
Formula


Conversations
The total volume of conversations.
[Conversation ID]


Automated resolutions
The total number of conversations that were automated
resolutions.
IF [Conversation outcome] ="Resolved" THEN
[Conversation ID] ENDIF


Escalations
The total number of conversations that were
escalated to a human agent.
IF [Conversation outcome] ="Escalated" THEN
[Conversation ID] ENDIF


Drop-offs
The total number of conversations that were neither
automated resolutions nor escalated to a human agent.
IF [Conversation outcome] ="Dropped" THEN
[Conversation ID] ENDIF


% Resolution rate
Automated resolution volume divided by
conversations volume.
COUNT(Automated
resolutions)/COUNT(Conversations)


% Escalation rate
Escalation volume divided by conversations
volume.
COUNT(Escalations)/COUNT(Conversations)


% Drop-off rate
Drop-off volume divided by conversations
volume.
COUNT(Drop-offs)/COUNT(Conversations)


Generative reply
The total number of generated replies to customers.
A generative reply is any response from the AI agent, which may
or may not use reference content (for example, greetings).
[ai_essentials_conversations_gen_replies_count]


Generative answers
The total number of generative answers. A
generative answer is a response from the AI agent, which uses
reference content.
[ai_essentials_conversations_successful_gen_replies_count]


References
The total number of references made to generate answers. Each
conversation can have multiple answers, each answer with one or
more references.
[Content ID]


Good satisfaction answers
The total number of good satisfaction ratings
provided by users for AI agent answers.
[ai_essentials_feedbacks_good_satisfaction]


Bad satisfaction answers
The total number of bad satisfaction ratings
provided by users for AI agent answers.
[ai_essentials_feedbacks_bad_satisfaction]


Unrated answers
The total number of answers that were
unrated.
COUNT(ai_essentials_gen_reply_prompts)-COUNT(ai_essentials_gen_reply_prompts_answered)


% Satisfaction score
Good satisfaction ratings divided by generative
answers.
COUNT(Good satisfaction answers)/COUNT(Generative
answers)







AI agents - Essential attributes

This section lists and defines the attributes available in the AI
agents - Essential dataset.








Attribute
Definition


Conversation ID
The ID of the conversation.


Conversation outcome
The outcome of the conversation. It can be
resolved, escalated, or dropped.


Conversation channel
The channel where the conversation
occurred.


Conversation language
The language of the conversation.


Conversation brand
The brand associated with the AI agent where the
conversation occurred.


AI agent
The AI agent name where the conversation occurred.



Content type
The type of content used as reference. It can be an
article, community post, or external content.


Content title
The title of content used as reference.


Content ID
The ID of content used as reference.


Content language
The language of content used as reference.


Content locale
The locale of content used as reference.


Content URL
The URL of content used as reference.


Article category
The category of articles used as reference.


Time - Conversation timestamp started
The time each conversation started.







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"headline": "Metrics and attributes for Zendesk AI",
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"@id": "https://support.zendesk.com/hc/"
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