Analyzing AI Tool Impact with Ticket Metrics
How does the Ticket Metrics tab help analyze AI tool usage?
The Ticket Metrics tab helps you understand the impact of AI tool usage on ticket handling times, such as first reply and resolution times.
It features reports like 'Generative AI tool usage vs requester wait time' and 'Full resolution time on Generative AI tickets', which show how AI tools affect these metrics over time. This can be filtered by various parameters like time, ticket group, and agent name.
More related questions
How can I access the Generative AI Agent Tools dashboard in Zendesk?
To access the Generative AI Agent Tools dashboard, navigate to the Explore Dashboards library. In Explore, click the Dashboard icon in the left sidebar, then select 'Zendesk AI: Generative AI Agent Tools' from the list of dashboards. This dashboard…
What features are available in the Generative AI Agent Tools dashboard?
The Generative AI Agent Tools dashboard includes features that help you analyze your agents' use of AI tools like summarizing, expanding, and making messages more friendly or formal. The dashboard is divided into tabs such as Agent Engagement and…
What kind of reports can I find in the Agent Engagement tab?
The Agent Engagement tab offers reports on how agents use generative AI features like expand, summarize, make more friendly, and make more formal. It includes headline metrics such as the number of summaries generated and messages expanded….
Can I edit the Generative AI Agent Tools dashboard in Zendesk?
While you can't edit the Generative AI Agent Tools dashboard directly, you can create an editable copy if you're on a Professional plan or higher. This allows you to customize the dashboard to better fit your specific needs and preferences,…
What data retention policy applies to the Generative AI dataset?
The dataset for the Generative AI dashboard retains data only from the previous 1200 days. This means that any data older than 1200 days will not be available in the reports, ensuring that the information you analyze is relatively recent and…
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