Overview of the Intelligent triage dashboard

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<p id="docs-hc-snippet" style="display: none;">The Intelligent triage dashboard provides valuable insights into your tickets, which you can use to improve your workflows and determine how effective your support is. For example, you can see why your users are reaching out (with topics) and how they feel (with sentiment).</p>
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<p id="docs-ai-summary-content">The Intelligent triage dashboard helps you review ticket topics, language, sentiment, and entities to understand why customers reach out and how they feel. It includes prebuilt reports, supports custom reports, and works only after intelligent triage is configured. Use it to monitor classification data, track support trends, and improve workflows and reporting.</p>
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<span class="attentiontitle"></span> Intelligent triage classifications are available on Suite and Support Professional plans and above. Using them in workflows requires the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>.</div>
<p class="p">The Intelligent triage dashboard provides valuable insights into your tickets, which you
can use to improve your workflows and determine how effective your support is. For
example, you can see why your users are reaching out (with topics) and how they feel
(with sentiment).</p>
<p class="p">The Intelligent triage dataset reflects the classification values (topic, language, and
sentiment) intelligent triage assigned 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>
<p class="p">Explore features a prebuilt dashboard that displays your intelligent triage data. You can
edit and customize prebuilt dashboards by cloning them (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">Cloning dashboards</a>).</p>
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<div class="note note">
<span class="notetitle">Note:</span> To view the intelligent triage dashboard, you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">configure intelligent triage</a> in your account. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Automatically classifying tickets with intelligent
triage</a>.</div>
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<p class="p"><img class="image" id="Explore_dashboard_intelligent_triage__image_jwt_bbs_rcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyzing_I_T_title.png" width="500"></p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_dashboard_intelligent_triage__ul_rld_2bs_rcc">
<li class="li"><a class="xref" href="#topic_hwn_2bs_rcc">Opening the dashboard</a></li>
<li class="li"><a class="xref" href="#topic_c1x_gbs_rcc">Understanding the dashboard reports</a></li>
<li class="li"><a class="xref" href="#topic_custom_reports_it">Creating custom intelligent triage reports</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hwn_2bs_rcc">
<h2 class="title topictitle2" id="ariaid-title2">Opening the dashboard</h2>
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<p class="p">Use this procedure to open the intelligent triage dashboard.</p>
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<strong class="ph b">To access the intelligent triage dashboard</strong><ol class="ol" id="topic_hwn_2bs_rcc__ol_ekm_lbs_rcc">
<li class="li">In any product, click the Zendesk Products icon (<img class="image" id="topic_hwn_2bs_rcc__image_zjw_5rh_bhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/admin_center_product_icon.png">) in the top bar, then select
<strong class="ph b">Analytics</strong>.</li>
<li class="li">From the list of dashboards, click the <strong class="ph b">Zendesk Copilot: Intelligent
triage</strong> dashboard.<p class="p">All reports in this dashboard use the <strong class="ph b">Zendesk
AI</strong> &gt; <strong class="ph b">Intelligent triage</strong> dataset.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_c1x_gbs_rcc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the dashboard reports</h2>
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<p class="p">The intelligent triage dashboard is split into four tabs:</p>
<ul class="ul" id="topic_c1x_gbs_rcc__ul_kmr_nbs_rcc">
<li class="li">The <strong class="ph b">Overview</strong> tab shows information about tickets enriched with topic,
language, and sentiment.</li>
<li class="li">The <strong class="ph b">Topic</strong> tab shows information about tickets enriched with topic.</li>
<li class="li">The <strong class="ph b">Entity</strong> tab shows information about tickets enriched with
entities.</li>
<li class="li">The <strong class="ph b">Language</strong> tab shows information about tickets enriched with
language.</li>
<li class="li">The <strong class="ph b">Sentiment</strong> tab shows information about tickets enriched with
sentiment.</li>
</ul>
<p class="p">To learn about the available reports on each tab, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7934147095066" target="_blank">Analyzing your intelligent triage activity</a>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_custom_reports_it">
<h2 class="title topictitle2" id="ariaid-title4">Creating custom intelligent triage reports</h2>
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<p class="p">The prebuilt intelligent triage dashboard is a great starting point for monitoring
your intelligent triage activity. If you want more control over your reporting,
these Explore recipes show you how to build custom reports using intelligent
triage data:</p>
<ul class="ul" id="topic_custom_reports_it__ul_recipes_it">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550620559258" target="_blank">Explore recipe: Intelligent triage
classifications and confidence</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550629802650" target="_blank">Explore recipe: Intelligent triage changes
to topic</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5429030095258" target="_blank">Explore recipe: Comparing intelligent
triage topic classifications with a custom About field</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6057901412378" target="_blank">Explore recipe: Breakdown of CSAT by
customer sentiment</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9387513640090" target="_blank">Explore recipe: Tracking sentiment and
topic changes in tickets</a></li>
</ul>
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