Metrics and attributes for Zendesk AI

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<td>Copilot</td>
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<div class="body">

<p class="p">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.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="metrics_attributes_ai__ul_zlg_h5k_vfc">
<li class="li"><a class="xref" href="#topic_qsz_4fd_mfc">Copilot auto assist dataset</a></li>
<li class="li"><a class="xref" href="#topic_jly_x2d_mfc">Copilot suggestions dataset</a></li>
<li class="li"><a class="xref" href="#topic_cpd_pqk_3bc">Generative AI agent tools dataset</a></li>
<li class="li"><a class="xref" href="#topic_hcc_4pv_ngc">Intelligent triage dataset</a></li>
<li class="li"><a class="xref" href="#topic_ev4_myx_j3c">AI agents - Essential dataset</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qsz_4fd_mfc">
<h2 class="title topictitle2" id="ariaid-title2">Copilot auto assist dataset</h2>
<div class="body">
<p class="p">This section contains the following topics:</p>
<ul class="ul" id="topic_qsz_4fd_mfc__ul_ssz_4fd_mfc">
<li class="li"><a class="xref" href="#topic_tsz_4fd_mfc">Copilot auto assist metrics</a></li>
<li class="li"><a class="xref" href="#topic_vsz_4fd_mfc">Copilot auto assist attributes</a></li>
</ul>
<div class="note">
<span class="notetitle">Note:</span> This dataset retains data only from the previous 90 days.</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_tsz_4fd_mfc">
<h3 class="title topictitle3" id="ariaid-title3">Copilot auto assist metrics</h3>
<div class="body">
<p class="p">This section lists and defines the metrics available in the Copilot auto assist
dataset. </p>
<p class="p">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.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_tsz_4fd_mfc__table_usz_4fd_mfc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Formula</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Auto assists</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of auto assist interactions that were
shown to agents.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">[Auto assist ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Applied auto assists</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of auto assist interactions that were applied to
the ticket by agents through accepting or editing them.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Auto assist status]!="Dismissed" THEN [Auto assist ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Accepted auto assists</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Auto assist interactions that were accepted by
agents.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Auto assist status]="Accepted" THEN [Auto assist ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Edited auto assists</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Auto assist interactions that were edited by agents.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Auto assist status]="Edited" THEN [Auto assist ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Dismissed auto assists</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Auto assist interactions that were dismissed by
agents.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Auto assist status]="Dismissed" THEN [Auto assist ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">% Acceptance rate</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Auto assist interactions that were accepted or edited,
divided by the total number of auto assist interactions
shown.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">D_COUNT(Applied auto assists)/D_COUNT(Auto assists)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">% Dismissal rate</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Auto assist interactions that were dismissed divided by the
total number of auto assist interactions shown.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">D_COUNT(Dismissed auto assists)/D_COUNT(Auto assists)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of auto assist suggestions that were shown to
agents.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Suggestion ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Applied suggestions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of auto assist suggestions that were applied to
the ticket by agents through accepting or editing them.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Suggestion status]!="Dismissed" THEN [Suggestion ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Accepted suggestions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of auto assist suggestions that were accepted by
agents.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Suggestion status]="Accepted" THEN [Suggestion ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Edited suggestions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of auto assist suggestions that were edited by
agents.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Suggestion status]="Edited" THEN [Suggestion ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Dismissed suggestions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of auto assist suggestions that were dismissed by
agents.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Auto assist status]="Dismissed" THEN [Suggestion ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">% Suggestion acceptance rate</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of auto assist suggestions that were accepted or
edited, divided by the total number of auto assist interactions
shown.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(Applied suggestions)/COUNT(Suggestions)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Auto assist tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets where auto assist was provided at least
once.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Auto assist ticket ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Applied auto assist tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets where auto assist was applied at least
once.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Auto assist status]!="Dismissed" THEN [Auto assist ticket
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Accepted auto assist tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets where auto assist suggestion was
accepted at least once</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Auto assist status]="Accepted" THEN [Auto assist ticket
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Edited auto assist tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets where auto assist suggestion was edited
at least once.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Auto assist status]="Edited" THEN [Auto assist ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Dismissed auto assist tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets where auto assist suggestion was
dismissed at least once.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Auto assist status]="Dismissed" THEN [Auto assist ticket
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Tickets with all auto assists accepted</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of solved tickets that had all auto assist
interactions accepted by the agents.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">D_COUNT(Auto assist tickets)-D_COUNT(Dismissed auto assist
tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The total number of tickets.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Ticket ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Good satisfaction tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets with a good satisfaction
rating.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Rated satisfaction tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Tickets that were rated either bad or good by the
requester.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Good" OR [Ticket
satisfaction rating]="Bad") THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">% Satisfaction score</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The percentage of satisfaction surveys rated good.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">D_COUNT(Good satisfaction tickets)/D_COUNT(Rated satisfaction
tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent replies</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of public replies added to a ticket by an
agent.</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Assignee stations</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of agents a ticket has been assigned to.</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Group station</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of groups a ticket has been assigned to.</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Reopens</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of times a ticket was reopened.</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of active agents and administrators in your
Zendesk account.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Agent ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents used auto assist</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of agents who used auto assist at least once by
accepting, editing or dismissing it.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Auto assist agent ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">First reply time (min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration in minutes between when the ticket was created
and the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(First reply time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">First reply time (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration in days between when the ticket was created and
the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(First reply time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">First reply time (days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration in hours from when the ticket was created to its
latest resolution.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(First reply time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Full resolution time (min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration in hours between when the ticket was created and
the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Full resolution time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Full resolution time (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration in minutes from when the ticket was created to
its latest resolution.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Full resolution time (min))/60</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Full resolution time (days)</td>
<td class="entry row-nocellborder" style="vertical-align:top;">The duration in days from when the ticket was created to its
latest resolution.</td>
<td class="entry cellrowborder" style="vertical-align:top;">VALUE(Full resolution time (min))/60/24</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_vsz_4fd_mfc">
<h3 class="title topictitle3" id="ariaid-title4">Copilot auto assist attributes</h3>
<div class="body">
<p class="p">This section lists and defines the attributes available in the Copilot auto
assist dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vsz_4fd_mfc__table_wsz_4fd_mfc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Attribute</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Auto assist ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The auto assist interaction ID.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Auto assist status</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The status of the auto assist interaction: Accepted, Edited
or Dismissed.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Auto assist procedure</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The auto assist procedure. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738-Creating-procedures-for-auto-assist" target="_blank">Creating procedures for auto
assist</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Auto assist agent ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The user ID of the agent who interacted with the auto
assist.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Auto assist ticket ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID of the ticket on which auto assist was
provided.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestion ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The auto assist suggestion ID.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestion status</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The status of the auto assist suggestion: Accepted, Edited or
Dismissed.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestion type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The type of the auto assist suggestion: Reply or
Action.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestion default action</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the auto assist suggestion action.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestion edited by </td>
<td class="entry cell-norowborder" style="vertical-align:top;">Who the auto assist suggestion was edited by: Agent, App, or
Agent and app.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestion edited app ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">If the auto assist suggestion was updated by an app, this
attribute returns the ID of the app.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID number of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The current status of the ticket. Values: New, Open, Pending,
On-Hold, Solved, Closed.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket custom status name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of a custom ticket status. This attribute appears
only if you've enabled <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306-Activating-custom-ticket-statuses" target="_blank">custom ticket
statuses</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket custom status category</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The category that a custom ticket status is mapped to. This
attribute appears only if you've enabled <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306-Activating-custom-ticket-statuses" target="_blank"><u class="ph u">custom ticket
statuses</u></a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket custom status state</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Returns true if a custom ticket status is active, or false if
a custom ticket status is deactivated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket group</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Name of the group where the ticket is currently
assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket assignee</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the latest ticket assignee.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The brand associated with the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket channel</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The channel that initiated creation of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket form</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The current ticket form used on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket organization</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket priority</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ticket's priority.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket problem ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID of the ticket defined as a problem ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket requester</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the user who is asking for support through a
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The satisfaction rating left by the customer on the ticket.
Values: Good, Bad, Offered, Unoffered.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket subject</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The subject of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket support type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Identifies whether tickets were resolved by an AI agent or a
human agent. Possible values are Agent and AI agent. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket tags</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Any tags associated with the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The type of ticket. Values: Question, Incident, Problem,
Task.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Sharing agreement inbound</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies who
share tickets with current instance of Zendesk Support.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Sharing agreement outbound</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies tickets
are shared with.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent role</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The role of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The user ID of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent email</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The email address of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent locale</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The locale of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent status</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The user status of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent tags</td>
<td class="entry cell-norowborder" style="vertical-align:top;">A list of tags associated with the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent time zone</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The time zone of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Time - Auto assist provided</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The time when auto assist was provided to the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Time - Ticket created</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The time when a ticket was created.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Time - Ticket solved </td>
<td class="entry cell-norowborder" style="vertical-align:top;">The time when a ticket was solved.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Time - Ticket updated </td>
<td class="entry cellrowborder" style="vertical-align:top;">The time when a ticket was last updated.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_jly_x2d_mfc">
<h2 class="title topictitle2" id="ariaid-title5">Copilot suggestions dataset</h2>
<div class="body">
<p class="p">The Copilot suggestions dataset lists the metrics and attributes you can use to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">create reports</a> to measure the engagement and performance
of the following Copilot features: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8036381366426-Turning-on-similar-tickets" target="_blank">similar tickets</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8044075423514-Turning-on-merging-suggestions" target="_blank">merging suggestions</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8079579364250-Turning-on-quick-answers-for-Agent-Workspace" target="_blank">quick answers</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037936748570-Turning-on-suggested-first-replies" target="_blank">suggested replies</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824813722-Turning-on-suggested-macros" target="_blank">suggested macros</a>.</p>
<p class="p">This dataset is used to create reports in the AI suggestions tab of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9308443151258" target="_blank">Zendesk Copilot: Agent productivity prebuilt
dashboard</a>.</p>
<p class="p">This section contains the following topics:</p>
<ul class="ul" id="topic_jly_x2d_mfc__ul_ohl_dfd_mfc">
<li class="li"><a class="xref" href="#topic_jf5_1fd_mfc">Copilot suggestions metrics</a></li>
<li class="li"><a class="xref" href="#topic_nd5_bfd_mfc">Copilot suggestions attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_jf5_1fd_mfc">
<h3 class="title topictitle3" id="ariaid-title6">Copilot suggestions metrics</h3>
<div class="body">
<p class="p">This section lists and defines the metrics available in the Copilot suggestions
dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_jf5_1fd_mfc__table_msg_3rk_3bc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Formula</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Suggestions</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of AI suggestions shown to agents.<p class="p">AI
suggestions include similar tickets, merging suggestions,
quick answers, suggested first replies, and suggested
macros. Auto assist suggestions aren't included.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">[Suggestion ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Accepted suggestions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of AI suggestions accepted by agents.<ul class="ul" id="topic_jf5_1fd_mfc__ul_bwt_5rr_vfc">
<li class="li">A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8036381366426#topic_vlg_33v_xyb" target="_blank">similar ticket</a>
suggestion is considered accepted when a user opens or
hovers over at least one of the suggested similar
tickets.</li>
<li class="li">A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8044075423514" target="_blank">merging
suggestion</a> is considered accepted when the
user merges at least one of the suggested tickets.</li>
<li class="li">A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8079579364250" target="_blank">quick answer</a>
is considered accepted when a user gives it a thumbs-up
or copies it to the conversation.</li>
<li class="li">A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037936748570" target="_blank">suggested first
reply</a> is counted as accepted when a user
presses Tab to accept the suggestion. Acceptance also
includes suggestions which were accepted and edited by
agents.</li>
<li class="li">A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824813722" target="_blank">suggested
macro</a> is considered accepted when a user
applies a suggested macro.</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Suggestion status]="Accepted" THEN [Suggestion ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ignored suggestions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of AI suggestions that were not accepted by
agents.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Suggestion status]="Ignored" THEN [Suggestion ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">% Acceptance rate</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of AI suggestions that were accepted, divided by
the total number of AI suggestions shown.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(Accepted suggestions)/COUNT(Suggestions)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">AI suggestions tickets </td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets with an AI suggestion shown at least
once. </td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Suggestion ticket ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Accepted AI suggestions tickets </td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets where an AI suggestion was accepted at
least once.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Suggestion status]="Accepted" THEN [Suggestion ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Tickets with all AI suggestions ignored</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets where no AI suggestion was
accepted.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">D_COUNT(AI suggestion tickets)-D_COUNT(Accepted AI suggestion
tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The total number of tickets.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Ticket ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Good satisfaction tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets with a good satisfaction
rating.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Rated satisfaction tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Tickets that were rated either bad or good by the
requester.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Good" OR [Ticket
satisfaction rating]="Bad") THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">% Satisfaction score</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The percentage of satisfaction surveys rated good.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction
tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent replies</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of public replies added to a ticket by an
agent.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">(Agent replies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Assignee stations</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of agents a ticket has been assigned to.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">(Assignee stations)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Group station</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of groups a ticket has been assigned to.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">(Group stations)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Reopens</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of times a ticket was reopened.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">(Reopens)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of active agents and administrators in your
Zendesk account.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Agent ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents used AI suggestions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of agents who used AI suggestions at least once by
accepting or ignoring it.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Suggestion agent ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">First reply time (min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration in minutes between when the ticket was created
and the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[First reply time (min)]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Full resolution time (min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration in minutes from when the ticket was created to
its latest resolution.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Full resolution time (min)]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">First reply time (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration in hours between when the ticket was created and
the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(First reply time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Full resolution time (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration in hours from when the ticket was created to its
latest resolution.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Full resolution time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">First reply time (days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration in days between when the ticket was created and
the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(First reply time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Full resolution time (days)</td>
<td class="entry row-nocellborder" style="vertical-align:top;">The duration in days from when the ticket was created to its
latest resolution.</td>
<td class="entry cellrowborder" style="vertical-align:top;">VALUE(Full resolution time (min))/60/24</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_nd5_bfd_mfc">
<h3 class="title topictitle3" id="ariaid-title7">Copilot suggestions attributes</h3>
<div class="body">
<p class="p">This section lists and defines the attributes available in the Copilot
suggestions dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_nd5_bfd_mfc__table_pm5_srk_3bc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Attribute</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Suggestion ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The unique ID for the AI suggestion.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestion status</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The status of the AI suggestion. Values can be Accepted or
Ignored.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestion type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The type of the AI suggestion. Values can be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824813722-Turning-on-suggested-macros" target="_blank">suggested macros</a>,
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037936748570-Turning-on-suggested-first-replies" target="_blank">suggested first
replies</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8036381366426-Turning-on-similar-tickets" target="_blank">similar tickets</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8044075423514-Turning-on-merging-suggestions" target="_blank">merging suggestions</a>,
or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8079579364250-Turning-on-quick-answers-for-Agent-Workspace" target="_blank">quick answers</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestion agent ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The user ID of the agent who interacted with the AI
suggestion.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Suggestion ticket ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID of the ticket on which AI suggestion was
provided.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID number of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The current status of the ticket. Values can be New, Open,
Pending, On-Hold, Solved or Closed.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket custom status name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of a custom ticket status. This attribute appears
only if you've activated <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306-Activating-custom-ticket-statuses" target="_blank">custom ticket
statuses</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket custom status category</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The category that a custom ticket status is mapped to. This
attribute appears only if you've activated <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306-Activating-custom-ticket-statuses" target="_blank">custom ticket
statuses</a>. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket custom status state</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Returns true if a custom ticket status is active, or false if
a custom ticket status is deactivated. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket group</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Name of the group where the ticket is currently
assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket assignee</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the latest ticket assignee.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The brand associated with the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket channel</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The channel that initiated creation of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket form</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The current ticket form used on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket organization</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket priority</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ticket's priority.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket problem ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID of the ticket defined as a problem ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket requester</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the user who is asking for support through a
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The satisfaction rating left by the customer on the ticket.
Values can be Good, Bad, Offered, Unoffered.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket subject</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The subject of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket support type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Identifies whether tickets were resolved by an AI agent or a
human agent. Possible values are Agent and AI agent. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket tags</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Any tags associated with the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The type of ticket. Values can be Question, Incident,
Problem, Task.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Sharing agreement inbound</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies who
share tickets with current instance of Zendesk Support.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Sharing agreement outbound</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Affiliated instances of Zendesk Support and companies tickets
are shared with.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent role</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The role of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The user ID of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent email</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The email address of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent locale</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The locale of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent status</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The user status of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent tags</td>
<td class="entry cell-norowborder" style="vertical-align:top;">A list of tags associated with the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent time zone</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The time zone of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Time - AI suggestion provided</td>
<td class="entry cell-norowborder" style="vertical-align:top;">A collection of attributes that return the time an AI
suggestion was provided to an agent. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Time - Ticket created</td>
<td class="entry cell-norowborder" style="vertical-align:top;">A collection of attributes that return the time of the ticket
creation.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Time - Ticket solved</td>
<td class="entry cell-norowborder" style="vertical-align:top;">A collection of attributes that return the time of the ticket
resolution.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Time - Ticket last updated</td>
<td class="entry cellrowborder" style="vertical-align:top;">A collection of attributes that return the time of the last
ticket update.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_cpd_pqk_3bc">
<h2 class="title topictitle2" id="ariaid-title8">Generative AI agent tools dataset</h2>
<div class="body">
<p class="p">The Generative AI agent tools dataset lists the metrics and attributes you can use to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">create reports</a> based on 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>.
This dataset is used to create reports included in the AI agent tools tab of the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9308443151258" target="_blank">Zendesk Copilot: Agent productivity prebuilt
dashboard</a>.</p>
<div class="p">This dataset is also used to create the reports included in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6961627955994" target="_blank">Generative AI Agent Tools prebuilt dashboard</a>.<div class="note attention">
<span class="attentiontitle"></span> The Generative AI agent tools dashboard will be removed in
September 2025 as part of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6307402972186-Explore-Analytics-dashboard-builder-transition" target="_blank">Dashboard Builder transition
process</a>.</div>
</div>
<p class="p">This section contains the following topics:</p>
<ul class="ul" id="topic_cpd_pqk_3bc__ul_ldw_drk_3bc">
<li class="li"><a class="xref" href="#topic_mfq_brk_3bc">Generative AI agent tools metrics</a></li>
<li class="li"><a class="xref" href="#topic_zx2_drk_3bc">Generative AI agent tools attributes</a></li>
</ul>
<div class="p">
<div class="note" id="topic_cpd_pqk_3bc__note_xnx_1rk_3bc">
<span class="notetitle">Note:</span> This dataset retains data only from the previous 1200
days. Data is available from August 7th, 2025, onwards.</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_mfq_brk_3bc">
<h3 class="title topictitle3" id="ariaid-title9">Generative AI agent tools metrics</h3>
<div class="body">
<p class="p">This section lists and defines the metrics available in the Generative AI agent
tools dataset.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_mfq_brk_3bc__table_msg_3rk_3bc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Formula</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of tickets.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">[Ticket ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tickets - No AI</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of tickets that did not use any AI
tools.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([ai_tool_usage_use_case] = NULL) THEN
[Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tickets - AI used</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of tickets that used any AI tools, whether by an agent proactively or by the system proactively.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([ai_tool_usage_use_case] != NULL) THEN
[Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First assignment to resolution time
(min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in minutes between the first agent
assignment and the ticket resolution.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket
first assigned - Timestamp], "nb_of_minutes")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Full resolution time (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in minutes between ticket creation
and its latest resolution.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Full resolution time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in minutes between ticket creation
and the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(First reply time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">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.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Requester wait time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First assignment to resolution time
(hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in hours between the first agent
assignment and the ticket resolution.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket
first assigned - Timestamp], "nb_of_hours")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Full resolution time (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in hours between ticket creation
and its latest resolution.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Full resolution time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in hours between ticket creation
and the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First reply time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">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.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Full resolution time (days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in days between ticket creation
and its latest resolution.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Full resolution time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First assignment to resolution time
(days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in days between the first agent
assignment and resolution of the ticket.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket
first assigned - Timestamp], "nb_of_days")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time (days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">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.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time (days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in days between ticket creation
and the first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First reply time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Full resolution time - No AI Usage Tickets
(days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in days between ticket creation
and its latest resolution for tickets that did not use AI
tools.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([ai_tool_usage_use_case] = NULL) THEN
VALUE(Full resolution time (min))/60/24 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Full resolution time - AI Usage Tickets
(days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in days between ticket creation
and its latest resolution for tickets that used AI
tools.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([ai_tool_usage_use_case] != NULL) THEN
VALUE(Full resolution time (min))/60/24 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time - Business hours (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in minutes between ticket creation
and the first public agent reply on the ticket within
business hours.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(First reply time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Full resolution time - Business hours
(min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in minutes between ticket creation
and its latest resolution within business hours.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Full resolution time - Business hours
(min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time - Business hours
(min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">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.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Requester wait time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in hours between ticket creation
and the first public agent reply on the ticket within
business hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First reply time - Business hours
(min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Full resolution time - Business hours
(hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in hours between ticket creation
and its latest resolution within business hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Full resolution time - Business hours
(min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time - Business hours
(hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total combined time in hours the ticket was
in the New, Open, and On-hold statuses within business
hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time - Business hours
(min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Public comments</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of public comments posted on the
ticket.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">[public_comment_ticket_update_id]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Public comments per ticket</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of public comments posted per ticket.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">DCOUNT_VALUES([public_comment_ticket_update_id]) /
DCOUNT_VALUES([Ticket ID])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent comments</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of comments posted on the ticket by
agents.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">[agent_comment_ticket_update_id]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent comments per ticket</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of agent comments posted per ticket.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(Agent comments]) / COUNT([Ticket ID])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Good satisfaction tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of tickets that were rated as Good
by the requester (end user).</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Good") THEN
[Ticket ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Rated satisfaction tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of tickets that were rated as Bad or
Good by the requester (end user).</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Good" OR
[Ticket satisfaction rating]="Bad") THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% Satisfaction score</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The percentage of the tickets that were rated
as Good by the requester (end user) from the total amount of
satisfaction-rated tickets.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">COUNT(Good satisfaction tickets)/COUNT(Rated
satisfaction tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Summarize ticket</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of times a ticket summary is
generated by an agent.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([ai_tool_usage_use_case] = 4) THEN
[ai_tool_usage_object_id] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Expand text</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of times the expand feature is
applied to a comment in the composer by an agent.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([ai_tool_usage_use_case] = 3) THEN
[ai_tool_usage_object_id] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tone shift - Any</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">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.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([ai_tool_usage_use_case] = 2 OR
[ai_tool_usage_use_case] = 1 ) THEN
[ai_tool_usage_object_id] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tone shift - Formal</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of times the tone shift feature
(make more formal) is applied to a comment in the composer
by an agent.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([ai_tool_usage_use_case] = 1) THEN
[ai_tool_usage_object_id] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tone shift - Friendly</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of times the tone shift feature
(make more friendly) is applied to a comment in the composer
by an agent.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([ai_tool_usage_use_case] = 2) THEN
[ai_tool_usage_object_id] ENDIF</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">AI tool usage event id</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">The AI tool usage event ID. Used to count the
number of times an agent AI tool was used.</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">[ai_tool_usage_object_id]</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_zx2_drk_3bc">
<h3 class="title topictitle3" id="ariaid-title10">Generative AI agent tools attributes</h3>
<div class="body">
<p class="p">This section lists and defines the attributes available in the Generative AI
agent tools dataset.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zx2_drk_3bc__table_pm5_srk_3bc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Attribute</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI usage type</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The AI tool usage type. Possible values include
<strong class="ph b">No AI Usage</strong>, <strong class="ph b">Make more formal</strong>, <strong class="ph b">Make
more friendly</strong>, <strong class="ph b">Expand</strong>, and
<strong class="ph b">Summarize</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI usage - Ticket ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The ticket ID associated with the AI tool
usage.</p>
<p class="p" dir="ltr"><strong class="ph b">Note:</strong> 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 <strong class="ph b">AI usage
type</strong> metric.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The name of the agent who used the AI
tool.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The ID of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The status of the ticket. Possible values
include <strong class="ph b">New</strong>, <strong class="ph b">Open</strong>, <strong class="ph b">Pending</strong>,
<strong class="ph b">On-hold</strong>, <strong class="ph b">Solved</strong>, and
<strong class="ph b">Closed</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket group</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The group to which the ticket belongs.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The brand of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket channel</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The channel a ticket was created from.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket form</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The current ticket form used on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket priority</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ticket's priority.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket problem ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The IDs of the ticket defined as a problem
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket assignee</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the assignee.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket requester</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the user who is asking for support through a
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket subject</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The subject line (title) of a ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket support type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Identifies whether tickets were resolved by an AI agent
or a human agent. Possible values are Agent and AI agent.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket tags</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The tags associated with the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ticket type: Question, Incident, Problem, or
Task.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket organization name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The satisfaction rating left by the customer on
the ticket. Possible values include <strong class="ph b">Good</strong>, <strong class="ph b">Bad</strong>,
<strong class="ph b">Offered</strong>, and <strong class="ph b">Unoffered</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The brand to which the ticket belongs.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time - Ticket first assigned</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">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.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time - Ticket solved</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Includes a number of attributes that return the
time the ticket was last solved in various time
measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time - Ticket created</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Includes a number of attributes that return the
time when the ticket was created in various time
measurements.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Time - AI tool used</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Includes a number of attributes that return the
time when the AI tool was used in various time
measurements.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_hcc_4pv_ngc">
<h2 class="title topictitle2" id="ariaid-title11">Intelligent triage dataset</h2>
<div class="body">
<p class="p">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.</p>
<p class="p">The Intelligent triage dataset reflects the prediction values (intent, language, and
sentiment) intelligent triage anticipated and the detected entities you've defined.
If an agent or business rule changes the values of the intelligent triage ticket
fields, the updated value will not be reflected in this dataset. To see those ticket
fields' current or updated values, create custom reports with the Support - Tickets,
Support - Updates history, or Chat - Messaging tickets datasets.</p>
<div class="p">
<div class="note" id="topic_hcc_4pv_ngc__note_qyx_m3b_lkc">
<span class="notetitle">Note:</span> The intelligent triage dataset records only values that
were set by intelligent triage. If you made manual changes to intelligent triage
values, these are recorded in the updates history dataset.</div>
</div>
<p class="p">This section contains the following topics:</p>
<ul class="ul" id="topic_hcc_4pv_ngc__ul_gnd_vpv_ngc">
<li class="li"><a class="xref" href="#topic_tk3_2rv_ngc">Intelligent triage metrics</a></li>
<li class="li"><a class="xref" href="#topic_wzs_frv_ngc">Intelligent triage attributes</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_tk3_2rv_ngc">
<h2 class="title topictitle2" id="ariaid-title12">Intelligent triage metrics</h2>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Intelligent triage
dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_tk3_2rv_ngc__topic_rx1_z21_scc__table_cxt_jht_cnb" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Metric</th>
<th class="entry nocellnorowborder" id="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">Definition</th>
<th class="entry cell-norowborder" id="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">Formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Tickets</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The total number of tickets</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">[Ticket ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Solved tickets</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The number of solved or closed tickets.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">IF ([tickets_status] = "Solved" OR [tickets_status] = "Closed")
THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">One-touch tickets</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The number of tickets that were solved after one agent
reply.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">IF (VALUE(Agent replies) &lt;2 AND ([tickets_status] = "Solved"
OR [tickets_status] ="Closed")) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Two-touch tickets</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The number of tickets that were solved after two agent
replies.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">IF (VALUE(Agent replies) =2 AND ([tickets_status] = "Solved" OR
[tickets_status] ="Closed")) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Multi-touch tickets</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The number of tickets that were solved after more than two agent
replies.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">IF (VALUE(Agent replies) &gt;2 AND ([tickets_status] = "Solved" OR
[tickets_status] ="Closed")) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">% One-touch tickets</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The percentage of tickets that were solved after one agent
reply.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">COUNT(One-touch tickets)/COUNT(Solved tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">% Two-touch tickets</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The percentage of tickets that were solved after two agent
replies.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">COUNT(Two-touch tickets)/COUNT(Solved tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">% Multi-touch tickets</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The percentage of tickets that were solved after more than two
agent replies.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">COUNT(Multi-touch tickets)/COUNT(Solved tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Agent replies</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The number of public replies added to a ticket by an
agent.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">(Agent replies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Good satisfaction tickets</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The number of tickets with a good satisfaction rating.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Rated satisfaction tickets</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">Tickets that were rated either bad or good by the
requester.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">IF ([Ticket satisfaction rating]="Good" OR [Ticket satisfaction
rating]="Bad") THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">% Satisfaction score</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The percentage of satisfaction surveys rated good.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction
tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">% Enriched</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The number of tickets enriched divided by the total number of
tickets.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">COUNT(Enriched tickets)/COUNT(Tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Group stations</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The number of groups a ticket has been assigned to.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">(Group stations)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Assignee stations</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The number of agents a ticket has been assigned to.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">(Assignee stations)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Sentiment rating</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">Sentiment ratings for all sentiment-enriched tickets.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">(Sentiment rating)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">First reply time (sec)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in seconds between ticket creation and the first
public agent reply on the ticket.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">(First reply time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">First reply time (min)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in minutes between ticket creation and the first
public agent reply on the ticket.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">(First reply time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Full resolution time (min)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in minutes from when the ticket was created to its
latest resolution.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">(Full resolution time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Requester wait time (min)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a> for
further explanation.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">(Requester wait time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">First assignment to resolution time (min)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in minutes between the first agent assignment and
the resolution of the ticket.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned -
Timestamp], "nb_of_minutes")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">First reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in hours between when the ticket was created and the
first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">VALUE(First reply time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Full resolution time (hrs)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in hours from when the ticket was created to its
latest resolution.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">VALUE(Full resolution time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">First assignment time (hrs)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The time in hours between when a ticket was created and the first
time it was assigned to an agent.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created -
Timestamp], "nb_of_hours")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Requester wait time (hrs)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics#h_fd75857f-1dc5-4aa4-bb9c-b58ba2078617" target="_blank">Requester wait time</a> for
further explanation.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">VALUE(Requester wait time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">First assignment to resolution time (hrs)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in hours between the first agent assignment and the
resolution of the ticket.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned -
Timestamp], "nb_of_hours")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Full resolution time (days)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in days from when the ticket was created to its
latest resolution.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">VALUE(Full resolution time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">First reply time (days)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in days between when the ticket was created and the
first public agent reply on the ticket.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">VALUE(First reply time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">First assignment time (days)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The time in days between when a ticket was created and the first
time it was assigned to an agent.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created -
Timestamp], "nb_of_days")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Requester wait time (days)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">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.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">VALUE(Requester wait time (min))/60/24</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">First assignment to resolution time (days)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in days between the first agent assignment and the
resolution of the ticket.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned -
Timestamp], "nb_of_days")</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">First reply time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in minutes between when the ticket was created and
the first public agent reply on the ticket within business
hours.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">(First reply time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Full resolution time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in minutes between when the ticket was created and
its latest resolution within business hours.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">(Full resolution time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Requester wait time - Business hours (min)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">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.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">(Requester wait time - Business hours (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">First reply time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in hours between when the ticket was created and the
first public agent reply on the ticket within business
hours.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">VALUE(First reply time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Full resolution time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">The duration in hours between when the ticket was created and its
latest resolution within business hours.</td>
<td class="entry cell-norowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">VALUE(Full resolution time - Business hours (min))/60</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="topic_tk3_2rv_ngc__d52e843" style="vertical-align:top;">Requester wait time - Business hours (hrs)</td>
<td class="entry row-nocellborder" headers="topic_tk3_2rv_ngc__d52e846" style="vertical-align:top;">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.</td>
<td class="entry cellrowborder" headers="topic_tk3_2rv_ngc__d52e849" style="vertical-align:top;">VALUE(Requester wait time - Business hours (min))/60</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_wzs_frv_ngc">
<h2 class="title topictitle2" id="ariaid-title13">Intelligent triage attributes</h2>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Intelligent triage
dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_wzs_frv_ngc__topic_zj1_1f1_scc__table_ext_jht_cnb" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Attribute</th>
<th class="entry cell-norowborder" id="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket enriched</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">If the ticket is enriched with topic, language, or sentiment, returns True;
otherwise, returns False.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Topic (Intent) category</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The category of the topic (intent).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Topic (Intent) subcategory</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The subcategory of the topic (intent).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Intent</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The name of the intent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Topic (Intent) confidence</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The confidence level of the topic (intent) classification, Low, Medium, or High.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Topic (Intent) classification added</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">Indicates if a classification was added for the topic (intent), True or False.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Entity</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The name of the entity. For example, "Product".</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Entity value</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The name of the value classified on the ticket. For example,
"Washing machine V23".</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Entity classification added</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">Indicates if an entity was classified.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Time - Entity classified</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The time when the entity was classified on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Sentiment confidence</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The confidence level of the sentiment classification, Low, Medium, or High.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Sentiment rating</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The ticket's sentiment rating. One of:<ul class="ul" id="topic_wzs_frv_ngc__ul_pnd_vpv_ngc">
<li class="li" dir="ltr">1 - Very negative</li>
<li class="li" dir="ltr">2 - Negative</li>
<li class="li" dir="ltr">3 - Neutral</li>
<li class="li" dir="ltr">4 - Positive</li>
<li class="li" dir="ltr">5 - Very positive</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Sentiment classification added</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">Indicates if a classification was added for the sentiment, True or False.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Sentiment</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The classified sentiment level, Negative, Neutral, or
Positive.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Language</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The language that intelligent triage classified for the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Language confidence</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The confidence level of the language classification, Low, Medium, or High.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Language classification added</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">Indicates if a classification was added for the language, True or False.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The ID number of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The status of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket group</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">Name of the group where the ticket is assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket channel</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The channel a ticket was created from. 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>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket form</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The current ticket form used on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket priority</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The ticket's priority.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket subject</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The subject of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket support type</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">Identifies whether tickets were resolved by an AI agent or a
human agent. Possible values are Agent and AI agent. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket tags</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The tags associated with the ticket. For important information
about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450-Reporting-with-tags#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags using
filters</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket type</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The ticket type: Question, Incident, Problem, or Task.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The brand of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Assignee name</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">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.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Submitter role</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The role of the submitter, either admin, agent, or end
user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The satisfaction rating left by the customer on the ticket.
Values: Good, Bad, Offered, Unoffered.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Assignee stations</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The number of agents to whom the ticket was assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Time - Ticket created</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was created in various time measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Time - Ticket solved</td>
<td class="entry cell-norowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">Includes a number of attributes that return the time and date
when the ticket was most recently solved in various time
measurements.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="topic_wzs_frv_ngc__d52e1332" style="vertical-align:top;">Time - Ticket first assigned</td>
<td class="entry cellrowborder" headers="topic_wzs_frv_ngc__d52e1335" style="vertical-align:top;">The time when the ticket was first assigned to an agent.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_ev4_myx_j3c">
<h2 class="title topictitle2" id="ariaid-title14">AI agents - Essential dataset</h2>
<div class="body">
<p class="p">This section contains the following topics:</p>
<ul class="ul" id="topic_ev4_myx_j3c__ul_azz_yyx_j3c">
<li class="li"><a class="xref" href="#topic_olf_nyx_j3c">AI agents - Essential metrics</a></li>
<li class="li"><a class="xref" href="#topic_hsx_nyx_j3c">AI agents - Essential attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_olf_nyx_j3c">
<h3 class="title topictitle3" id="ariaid-title15">AI agents - Essential metrics</h3>
<div class="body">
<p class="p" dir="ltr">This section lists and defines the metrics available in the AI agents -
Essential dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_olf_nyx_j3c__table_eqd_4zy_j3c" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Formula</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Conversations</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total volume of conversations.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">[Conversation ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Automated resolutions </td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of conversations that were <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated
resolutions</a>.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Conversation outcome] ="Resolved" THEN
[Conversation ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Escalations</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of conversations that were
escalated to a human agent.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Conversation outcome] ="Escalated" THEN
[Conversation ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Drop-offs</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of conversations that were neither
automated resolutions nor escalated to a human agent.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Conversation outcome] ="Dropped" THEN
[Conversation ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% Resolution rate</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Automated resolution volume divided by
conversations volume.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">COUNT(Automated
resolutions)/COUNT(Conversations)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% Escalation rate</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Escalation volume divided by conversations
volume.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">COUNT(Escalations)/COUNT(Conversations)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% Drop-off rate</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Drop-off volume divided by conversations
volume.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">COUNT(Drop-offs)/COUNT(Conversations)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Generative reply</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">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). </td>
<td class="entry cell-norowborder" style="vertical-align:top;">[ai_essentials_conversations_gen_replies_count]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Generative answers</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of generative answers. A
generative answer is a response from the AI agent, which uses
reference content.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[ai_essentials_conversations_successful_gen_replies_count]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">References</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The total number of references made to generate answers. Each
conversation can have multiple answers, each answer with one or
more references.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">[Content ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Good satisfaction answers</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of good satisfaction ratings
provided by users for AI agent answers.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[ai_essentials_feedbacks_good_satisfaction]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Bad satisfaction answers</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of bad satisfaction ratings
provided by users for AI agent answers.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[ai_essentials_feedbacks_bad_satisfaction]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Unrated answers</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of answers that were
unrated.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(ai_essentials_gen_reply_prompts)-COUNT(ai_essentials_gen_reply_prompts_answered)</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">% Satisfaction score</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Good satisfaction ratings divided by generative
answers.</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">COUNT(Good satisfaction answers)/COUNT(Generative
answers)</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_hsx_nyx_j3c">
<h3 class="title topictitle3" id="ariaid-title16">AI agents - Essential attributes</h3>
<div class="body">
<p class="p" dir="ltr">This section lists and defines the attributes available in the AI
agents - Essential dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_hsx_nyx_j3c__table_x5f_qzy_j3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Attribute</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The ID of the conversation.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation outcome</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The outcome of the conversation. It can be
resolved, escalated, or dropped.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation channel</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The channel where the conversation
occurred.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation language</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The language of the conversation.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation brand</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The brand associated with the AI agent where the
conversation occurred. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI agent</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The AI agent name where the conversation occurred.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Content type</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The type of content used as reference. It can be an
article, community post, or external content.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Content title</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The title of content used as reference.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Content ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The ID of content used as reference.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Content language</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The language of content used as reference.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Content locale</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The locale of content used as reference.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Content URL</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The URL of content used as reference.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Article category</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The category of articles used as reference.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Time - Conversation timestamp started</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">The time each conversation started.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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